Ticket

In World of Warcraft, a ticket usually refers to an active Help Request to a GM for in-game support about a bug, issue or problem in-game. Most tickets do not get resolved right away, unless it is a major bug newly discovered or an obvious and traceable harassment event.

Tickets are limited to a maximum of 500 characters. For complex issues requiring more than that, customers should email wowgm@blizzard.com for assistance.

An "Open Ticket" is for an issue that has not been addressed or resolved.

See Help Request for issues that GMs should consider valid requests.

You will know when you have an open ticket because a small ticket icon will appear just above the character info icon in the Micro Menu.

While in-game, you will know when your ticket has been responded to when a tooltip has appeared just above the Buff Frame or the small ticket icon says the ticket has been responded to on hover. Clicking either one will open the Customer Support directly to the ticket it is referring to.

An "Escalated" ticket is one which has been passed onto a Specialist Game Master team, and this is normally done when a more complicated or thorough investigation is required. The waiting time for escalations can vary, but it usually takes a couple of days to receive a response.