Correct. That is around the time they switched. It is also when they were releasing more games. D3 was out, RoS expansion just released, SC2 was going on, Hearthstone and Heroes were around? Or were soon after.
I last talked to a GM/CS person during WoD and it was about a forum issue, of all things. Anyone who got the D3 license from the Annual Pass contract for WoW lost D3 forum access one day. I put in a ticket through the website stating that I had a hunch that the issue was the Annual Pass and that I was not the only one. Just the first… GM from Texas connected via chat in game to discuss the forum issues. Confirmed I was right. Manually gave me back my access to D3 forums (I was doing tech/game MVP stuff). Then they fixed it for everyone.
I don’t disagree with this. They have managed to get the BULK of tickets taken care of, but anything that requires a bit more investigation tends to be a bit of a mess because it takes a long time and a lot of back and forth.
They are not allowed to use anything except Blizzard’s logs. So external or third party tools and addons are not accepted as evidence. The GM is not trying to work against you, just trying to work within the limits they have. A whole lot of things would be smoother if people did not put in tickets for things that GMs don’t do (fix bugs, take feedback to Devs, give game hints, etc.) and focused on things the GMs CAN do.
Setting realistic expectations reduces frustration quite a bit. The ticket system I find does a poor job of that. It is not clear what they can do or how to get help.
This is covered on the CS forum. There is a great thread on what GMs can, and can’t do. The CS forum also serves a an Information Desk where people can ask exactly what can be done, how to use the ticket system, what policies are, etc.
Reading it at least gives a better over view of what to expect.