Submitting a GM ticket has always been sort of an arcane process -- you're not really sure where your ticket goes, or to who, or what steps have been taken to resolve your particular issue. It's a pain! Thankfully, it's always been a long-term goal of the support department to demystify and improve the support process for players, and Blizzard has unveiled a big new step in that direction: a new support website
What's so great about it? Well, it collects all lines of communication for support in one place and attempts to provide automated help for your request where applicable, while you wait for a representative. The biggest improvement, though, is that the site lets you track the progress of your support requests. This includes tech support emails, billing inquiries, and yes, GM tickets. You can edit your ticket while it's in the queue, track it, and even update your ticket and place it back in queue after it's been closed if you feel it wasn't addressed properly.
The full text of Blizzard's announcement is after the cut.
Blizzard Customer Service Website
As a part of our ongoing efforts to provide the best customer service possible to the community, we're launching a new customer Service website which will offer a wide array of great new features to players who need assistance with a variety of issues.
Here are some highlights of what the new site can offer:
In the new Blizzard customer service website, you will be able to access all support contacts in one convenient location including Web, in-game, and phone support. You'll also be able to quickly and easily check on the status of your customer service request.
During your ticket submission process, we'll try our best to identify the problem you're experiencing and provide potential solutions along the way with relevant smart help.
Once your ticket is submitted, you can communicate with our support team easily through the Web interface much like you would within the forums. You'll be able to reply to your own ticket, add details after a ticket has been submitted, or even add and clarify additional details should you feel the initial response from support doesn't solve the problem. To help keep you up to date on the status of your ticket we have also added an option to receive automatic emails whenever your ticket status changes.
We hope that this new site will provide you with the tools you need to contact our support teams quickly to resolve your service issues. We invite you to check out the new site here