Your questions have good answers. First, like I said it is a hassle. You have to click through a great deal of questions about what your issue is. Generally, none of the options are your issue. So you just fill out some meaningless nonsense. It takes time and serves no purpose.
They ask you for your account details and a brief(character limited) description of your issue. It doesn't take any less time than it would to verify your details over the phone and it lets them know what your problem is.
Also, you don't need a ticket to speak with a rep. You never have. The only time you're told to get a ticket and disconnected is if you attempt to contact them via chat.
If you get hung up on after waiting hours, probably to fix an issue you shouldn't have had in the first place... what are you doing with your life? People constantly stand up and stick up for SE. I don't get it.
What I don't get is saying a bunch of things that aren't even true in a thread meant to help people.
What do you have to gain? What is this attitude as if I have ****** you off somehow? You asked a question, I gave you a fair and reasonable answer. To which you rate me down and continue with your nonsense trolling. Every now and then, instead of taking the high road, I just want to tell one of you snotty jerks to just **** off.
Check the top of the forum. I have a sticky there intended to help people. I don't have an attitude.
I called SE a few weeks ago to confirm information for said thread. There is no selection to make for 'trying to help your customers wade through the muck that is your pre-order and early access process' when you contact SE customer support. Needless to say, I didn't have a ticket. I verified that I had an account, provided them the account information and they answered some of my questions. No ticket and I got service.
Now you might get an agent that's having a bad day and is in a hurry to get rid of you, but they only require
tickets when you contact them via chat. If you don't supply them with a ticket during a phone call they just remind you that it's something you can do while waiting on hold and expedite the process. Maybe they disconnected because it makes them feel better to hang up on people? Maybe the agent you spoke with was misinformed. The agent I spoke with was rather polite(which was a change) and she simply suggested to me that I use the website to create a ticket.
I have also had chat agents direct me specifically to select an option in the support website that isn't actually my issue. Because of the way they have it set up there are options that when selected, will only allow you to contact them via email. 99% of the time the email says something like "Your issue isn't something we can deal with through email. Please contact us during normal business hours..." and you have to call or chat anyway.
So it's actually you who is providing false info. A "thank you" for the correct info would have done, but I guess I'll settle for 'snotty jerk'.