PotBS dev "Misha" has posted an article about all that's new in the Customer Service Department. In it, Misha indicates that 'incidents' reported are all investigated though resolution may take time:

Overall, things have improved a great deal, I think. We're still not where we want to be! Trust me when I say we're still not satisfied with a number of aspects of our overall support. For example, we still have a backlog of incidents submitted months ago. That's totally unacceptable. The backlog has shrunk considerably since my last devlog, but it still exists and I'm still losing sleep over it. Also, it still happens periodically that a CSR will give a suboptimal response. Whether it be something that would seem to imply they didn't read your question or request or whether it be just flat out the wrong info, it still happens. That's also unacceptable. Most CSRs have improved a great deal over time with experience and training. A couple CSRs no longer respond to customer reports but instead help out in other ways.

And that's actually one of the improvements we've made. For every shift, there's typically a CSR or multiple CSRs on the front line, focusing on responding to tickets in a timely fashion. They spend their time teleporting people out of locked rooms and banning gold spammers and answering tickets. Then there are 2nd-tier CSRs focusing on doing research. Can we repro the bug this player reported? How best to help this customer who has somehow gotten his missions out of order? Did we just uncover a gold-farming ring? That sort of research takes time and the CSRs doing it can't really pay attention to the queue. But they can be called in to help with the queue if it starts getting out of hand. Similar to how a grocery store will open another lane, pulling in someone who had been stocking shelves a few minutes ago, when the lines get long. When we first launched, cashiers didn't know how to stock the shelves so, if there was no line, they tended to stand around bored. Now the front-line folks are better trained and can help the 2nd-tier folks with the research and vise versa.

Also, we have a meeting weekly to discuss top issues. We've done this since the start of Beta. Before each meeting, I look through our bug database and list the bugs having the biggest impact on the players. We discuss plans for fixing each one what additional data needs to be gathered before we can do so; which Dev is best suited to do so; whether it's a complicated enough problem that the fix needs to be in the next milestone to ensure sufficient testing. Recently, Aether and I have made tweaks to how we process incoming high priority incidents so that we're more likely to ensure they're on this list as well, even if they are simply in the rumor stage and not yet in our bug database.

We also discuss the next build we expect to push and when we expect to do that. Sometimes that discussion includes holding a build to ensure a new fix goes in. Sometimes it includes ensuring Ops understands any additional procedures they need to run (like seeding the Auction Houses on Testbed or running rules to give out goodies to qualified players).

We also discuss what issues are causing CSRs to be inefficient processing incidents. Sometimes the problem is that a particular bug or design flaw in the game is generating a lot of incidents. Sometimes the problem is that the tools the CSRs have for researching complaints are slow and clunky. I'm happy to report that our next milestone (M5, due to hit the servers in June? July? Joe will tell you more in his upcoming DevLog.) has the Devs focusing on addressing a number of these. When the fix for an issue is quick and simple, it tends to get addressed sooner. When the issue is complicated and the fix is unclear, the issue can tend to be pushed a little toward the back burner while we address other things. Several of these back-burner things were starting to boil over and are now on Dev's plate for M5.

All that is fine. It's the sort of thing that happens as you shake out the processes and the trainees after a launch. You find out what everyone's best at and throw them at that part of the problem and you get more efficient overall.

The thing I want to tell you about today, though, is what we're doing for our customers more comfortable in French, German, or Spanish. Currently, our KB articles are all in English. Fixing that with the tool we're using is expensive and unnecessarily complicated and with everything else that was going on, I'd been putting it off. However, we finally have the three other language sites in existence and we have gotten the text of the KBs translated into the various languages, and we have written the code that will automatically direct you to the best place based on your OS or browser language settings. It's not live yet we're still testing it and copying in translated articles. But I believe I've made most of the necessary configuration changes to the system and I'm pretty sure the code works.

From day 1, we've offered Customer Service in the various languages. But it has taken some time for us to address the other inequalities in our service to our non-English-speaking friends. I just wanted to reassure you that we are aware of those issues and working to address them and my little corner of that process (the KB Articles) is well underway and we should be able to unveil them soon.

In a quirky sort of way, it's terrific to know how hard these guys work. It's easy to overlook them sometimes.