Lack of auto-response and estimated support ticket response times

I am one of the many who has been locked out of my main PoE2 account for unknown reasons, and i am also now awaiting the support response.

Following the release of PoE2 i assume your budget has grown immensely, along with your customer base.

Now that you're a big boy company, you ought to make some investments in customer service functions, and basic functionality such as:
1:Estimated response time,
2: Auto replies to emails being sent in, confirming that a support ticket has indeed been received and is in the Support Queue.

Seeing as your hiring more support staff that will likely be redundant after the surge of players for launch has subsided, i wonder if you are missing the opportunity to also invest in better tools for your existing staff, to better manage your service and potentially other functions.

How can you not do an aggregate based on #of support tickets, Ticket resolve time, and give an estimate (Doesn't have to be more exact than 4-6 days).

I am personally considering purchasing another copy and hoping for a merge once my issue is resolved, but not knowing if support answers today or in 2 weeks makes me doubt whether I'd want to do this.


Thanks for a great game but please oh please fix your support systems and give us an indication of wait times.

*I'm a CRM architect, having implemented numerous service systems, and would gladly consult an hour or two on how to improve these things, or recommend alternative systems. This shouldn't be difficult to achieve in 2024 in any of the common CRM systems.

They need to at least let people unlink their steam account manually, like why in hell would anyone think it's necessary for you to email supports for that?

Good point, this should be automated in order to save, what appears to be, precious support time.