I amend it slightly that it has been posted there’s local temp workers* atleast on the US side, but first response queue timers is still increasing nonetheless.
Tickets are served 24/7.
No one is happy with the long queues, sadface. I’ve seen some fairly brazen behaviour from people that make 2-10 tickets for 1 issue that’s really not helping.
Edit: Fixed sentence.
nevermind, tired, read it wrong 
I mean, it all depends on the yin and the yang, right? Having enough force to counter that brazen force, so to speak.
But I think there’s a knock-on effect from long queue times, increasing the desire to act brazenly as you put it, and so it becomes somewhat of a feedback loop where long queue times increases queue times for several others, and so a certain percentage of them start acting the same, and the cycle repeats itself.
Exactly! Queue science in a nutshell 
There are a few ways to solve it. First I’d advise the expected queue time to start showing both the average and the longest queue time, with a - between them to fit in the mouseover window, to match people’s expectations better or else people starts comparing these timers regardless if Blizzard only show the expected or the longest queue time.
For example, if Blizzard only shows the average, then people will start raging when it goes past that. But if Blizzard only shows the longest queue time, then people start reacting as you’re currently seeing in this part of the forum.
Which is why it might be mitigated better if it displays the average to the longest instead, since you mentioned there’s such a big difference between them.
Anyway, so secondly, it’s more about which option to go with. Blizzard can try to brute force the queue timers down, although you mentioned they’ve even started with temp workers for that purpose without much to show for it so that might not be the play to go with.
Thirdly, they can try to manage it with appealing to the public, as it’s called. If they’d start appealing to the public, maybe even get some influencers to help out, to get people to show some good will and ask people to live with these “minor issues” that doesn’t really need the CS team to help with, then it might reduce queue times as well.
And… I thought I had more, but I guess that’s all I’ve got for now.
Anyway, good night. I’m off for now.
The one thing people seem to miss is that not all tickets are answered by the same team. Payment queries are not dealt with by the same team who deal with hacked accounts or banned accounts.
That would also account for the differing times for them to be answered.
Hello Blizzard…
Funny, i can take the TL:DR First:
38 Days a ticket Response Time for a human to talk to you.
Otherwise it is a 15-45M wait until a BOT is talking to you, i work within AI too, so it’s kinda how funny you can notice them, however here is a explaination about BOTS:
A program that can execute commands, respond to messages, or perform routine tasks, such as online searches, either automatically or with minimal human intervention (often used in combination):
I Asked and took my time, actually a lot of time to write this ticket, to get it denied by a BOT…What happened to the times where you could actually talk to a GM InGame?
I Logged out, and then in and (we’re talking 5 seconds) and now you have a answer on your, ticket…
Long version:
OK: First of all now a “Green Post” Person is coming to defense righrt away.
Read the TL:DR First Please. i work with Programming AI nowadays, that’s why i am so sadned how such a big company like Activision/Blizzard can’t have a better support.
Anyways, i almost write a novel about the issue, and you get a response by a BoT , doesn’t feel alright and ofc i can’t go into depths on forums what it is about i just feel sad how it can come to this and how bad this situation is compared to how it was, i played this game for 14 years (Breaks here and there) but in DF? Hell no you broke my heart too many times, and only the support shows that…
i can understand i provide very little information about the issue, but you understand i hope and know what i mean…
/Alexander
Blaming customers for a company’s mistake is rather quite low, you know? There are options to tackle busy periods like that, temps or outsourcing. There’s no excuse for letting it go as bad as it is now.
When writing to game support with your problem, you get the same answer every time (copied here completely, scroll down for it). Customer service doesn’t read your problem, they just send you this answer and mark your problem resolved. You can’t continue with resolved issue, it’s not possible to reopen the same ticket. If you then open another ticket for the same issue, you get the exact same response. Nothing changes, no help to your problem.
You can’t play the game without google and forums anymore. Game doesn’t tell you what to do like it used to. I hate it that you have to google how to do quests in game, spend hours on forums finding out things that take 2 minutes in game. It’s not playing, it’s reading forums. Is Wow a game or a boring forum?
Is the idea to drive people away from game? Is Blizzard planning on annoying people and making gameplay so difficult that every customer goes away? It’s working!
Ticket answer (without links because I’m not allowed to post here with links for some reason not explained):
A Game Master resolved your ticket, and left the following response:
*Hello Adventurer! With our ticket queues being extremely busy, and in the interest of saving you some time, we are sending you this automated reply with some resources that should help you with your issue. If you still have the same problem after going through these, please get back to us.
Support Articles: https://battle.net/support/games/wow
Game Info and Guides:
Forums:
Wrath Classic:
Did Not Receive All Achievements with Wrath Classic Pre-patch:
Creating a Death Knight in Wrath of the Lich King Classic:
Thank you for your time!*
If you continue to experience issues, you can reopen this ticket. If you have a new or separate issue, please submit a new ticket.
Make sure you complete our survey to let us know how we did.
Regards,
Blizzard Support
I raised a ticket recently (prior to prepatch). It was related to an issue that I had researched thoroughly, where I’d completed an achievement some time ago, it was easily proven that I’d completed it, it was supposed to result in an item received that, when used, started a short quest, that then provided a battle pet as a reward. All of this process was easily checkable - did I complete the achievement? Yes; Did I have the quest item in my bags? No; did I have the quest in my quest log? No; was the NPC there who should spawn after activating the quest? No; did I have the quest reward? No.
It was therefore very easy to tell at which stage the achievement/quest had fallen down.
The ticket was answered within a few days, but by a “bot” that gave me a long talking to about checking the likes of wowhead and reloading my wow.
It then said that if that didn’t answer the question, to re-open the ticket.
I don’t know how the ticket bots are activated, but obviously not well. There was plenty of information in my ticket to suggest I’d done my due diligence before opening a ticket, and that simply reloading my UI wouldn’t suddenly fix the issue.
Unfortunately there was no option to re-open the ticket, so I had to create a new one (by which time it was around pre-patch time). That did have the attached “Microsoft time” timeframe on it - where every day the number went up, not down. But it was answered within a week. The stupid thing is, effectively, they themselves made that ticket harder than it needed to be. Because a GM had to respond with even more information, explaining the actions of the ticket bot, that took up more of their time.
My take-away from that experience was that (a) the ticket bot is no doubt very useful in certain circumstances - but it needs to be used in the correct circumstances; (b) they need a better system in place for filtering “easy fix” tickets as opposed to those from perhaps repeat offenders or the more complicated issues; (c) even if the response time on the ticket is the longest possible wait time - a month is not a reasonable time to expect to have to wait for a response.
And despite that suggestion, that is not what it actually says on the ticket - it says “average ticket wait time”. Which means the middle of the range - not the fastest response possible, not the longest possible.
If a month is the “average” wait time, then the actual longest wait time is probably closer to 7-8 weeks.
Microsoft don’t own Blizzard, yet. The purchase was blocked by some US regulatory body. They are still owned by Activision, for now.
I believe that’s the longest time a ticket has been in the queue.
I think the reason for the copy/paste reply is that a lot of people don’t bother to look anywhere to see if their problem is solvable without ticketing … thus some pointers as to where to look.
It’s annoying you can’t reopen the ticket and have to start again … I’ve done that recently after a copy/paste like yours which was irritating as I’d put what I’d tried so far but I guess it was automatic. I opened a new ticket and the first thing I mentioned was the number of my original ticket and I didn’t get a copy/paste back so there must be some way the system can tell if you’ve made a new ticket straight after getting the first reply.
Well then, they’re putting the wrong information on the tooltip for the ticket. Because when you hover over it in-game, it says “average ticket wait time” not “maximum ticket wait time”. Unless they just don’t understand what “average” means.
Which would be fine, but in that case Blizzard are just compounding that issue, by doing it straight back. Both of us have obviously put tickets in that gave all the information they required to be able to understand that we had gone through due diligence to see if there was an alternative fix … but Blizzard didn’t bother reading that and instead just sent a copy/paste reply.
What they should do, if they’re trying to reduce queues and want to combat those who don’t read things, is retain your ticket in the queue, but also send that copy/paste reply with other options to try whilst waiting. With a note something along the lines of “if this advice solved your problem, please close this ticket”. Or, at the very least, have the ability to re-open, so you don’t lose your position in the queue and have to retype it all again.
What is wrong with this service…?
If it’s not on the list you can look at yourself you won’t get it.
Item was on list, my mats were taken, but I still don’t have it. Just I have ticket from it, which hangs on 3 weeks…
So it’s actually a crafting error, not a restoration issue.
What? I scrapped boots in Kul Tiras, after that I chose them from item restoration list. After that game took materials from scrapping back and I didn’t receive mail in game with boots. It’s not possible to pass item restoration, if u don’t have all materials in bag (from what I remember, I even tried to do it by mistake).
well i was wondering why i takes so long for a responce for a ticket
Because you’re not the only person in the queue maybe?
34 days and going up every day. Awesome customer support.