Support Desk Responses

[4gotmypassword]

Note: I don't actually know where this belongs in terms of the official forums, so feel free to move it wherever is appropriate.

This post is in response to the quote received from the support desk, below:
"We would be also very grateful if you could submit any suggestions or comments to help us improve the game and our services, directly on our official forums."
I'm not sure how to talk about this in a succinct manner without explaining the original story, so, it's gonna be a long post.

So, I reported something. And in return I was given a very long response, pretty much the same response I get whenever reporting something. Now, I assume the way this is done is someone reads the report, types a vague response to this in one or two lines (they can't be too specific because of the nature of the report not being resolved and privacy rules), and they then copypaste a standard message in order to cover all bases and give more information, like the quote I put near the top which gave me the idea of this thread.

I then felt the need to respond and add more information to my previous report, and I put in this line: "while I know the response I was given was automated, I'd just like to say...", because it felt like the initial response was too fast and too much like all other report responses, with only the first couple of lines changed (maybe an automatic response that has several alternate first paragraphs based on what it detects in your initial report, or more likely a not automatic one but somebody choosing between given paragraphs (e.g. one that responds to all kick reports, one that responds to all insults reports, etc).

Finally, I got a response to this addendum that was as follows:
"Thank you for the additional details.
While our answers might feel like they are automated, we can assure you that we take every report really seriously."
And I felt a lot better. The response then followed with the usual copypasted extra information, which is fine, but this short line was so clearly a direct response to what I'd said, something typed by somebody and obviously not copypasted from given responses, and so clearly not part of an automated system, that I felt significantly better.

In short, I understand the current system for the employees of the support desk is to give a short response and then copypaste important information, to give a quick response to the report. They then investigate and do other important things, but I feel like I should say that if the short custom message were a bit more obviously less automated, a little more customised (which might be an unfair comment given the speed of the responses and the hard work I'm sure they put in), it would noticeably improve the feeling of the people reporting who are surely feeling down at the time of the report, as it did me when the response was clearly personal.

tl;dr A slightly more customised message in the support desk responses would probably be appreciated by the reporters and make them feel a bit better and more listened to, though I don't mean to criticise the current undoubtedly large amount of work the employees no doubt put in, only improve the system.