Game Masters can be reached in-game 24 hours a day, 7 days a week. Select from the links below to review important aspects of in-game ticket submission.
- Submitting a Ticket
- Checking on a Currently Submitted Ticket
- Editing or Abandoning a Ticket
- Character Stuck
- Reporting Lag/Latency
- Account Security
- Can the ticket system be affected by AddOns?
Submitting a Ticket
- Press the Help Request button (The red questionmark located on the toobar at the bottom of your screen.)
- From this menu, you can browse the Knowledge Base for answers to common questions.
- If you don't find an answer in the Knowledge Base you can also view the current Top Issues to see if what you are reporting is already known.
- To continue with ticket submission click on Open a Ticket.
- Here you can enter a description of the issue you are experiencing. Please be as descriptive as possible; including names, locations, and times can really go a long way! Once you're done filling out the ticket, click Submit.
Checking on a Currently Submitted Ticket
Once a ticket has been submitted, a window will appear informing you that you have a ticket open, as well as usually providing an average wait time. Note that, as this time reported is an average, the wait time you experience can differ. Here is how the window will appear:
You can view your ticket again by clicking on the ticket icon.
Editing or Abandoning a Ticket
If you find that you no longer need to have the ticket open, you can view the ticket by clicking on Edit My Ticket, then click on Abandon My Ticket to close it.
A pop-up will appear to confirm that you want to abandon the ticket. Click Yes to abandon or No to keep the ticket open.
Character Stuck
If your character is stuck, you can click on the Character Stuck! option. This will allow you to either use your Hearthstone ot teleport to the nearest graveyard.
Reporting Lag/Latency
There is a seperate option for reporting lag. Click on the Report Lag option then choose the sub category that the lag you're experiencing relates to.
Account Security
While waiting for GM assistance you can check out the Account Security sections to get tips on keeping your account and computer safe.
The video below will show you how to request in-game help:
Can the ticket system be affected by AddOns?
AddOns may indeed interfere with the normal functionality of the offline ticket system interface. Likewise, the system's interface and may not respond to all AddOn prompts or commands. This depends solely on the AddOn and its design.
If you are unable to view the "You have received a ticket response" notification icon or interact with your in-game response, we highly recommend that you reset your User Interface (UI) and ensure that all active AddOns are up-to-date. For more information regarding the reset UI process, please see our article Common Display/UI Issues after patching.
If you have any additional questions, please contact us.
Updated: Apr 13, 2012
Article ID: 761
