Guild Wars 2

I sent a ticket to support +/- two days ago. It’s my first try to contact them via tickets, so my question is, where I will get a response? On the email I wrote, or ingame/via forum?

you’ll get a response via email. first thing to do is look for the automated response, which is usually sent when you first make your ticket. check your spam folders, because sometimes they get sent there. this will give you your ticket number.

if you haven’t had an actual response in 3 days you can post your ticket number here, and someone will look at it.
https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-2/

It depends on how you contacted them.

If you used the in-game functions to report another player, mail you received or to let them know about a bug then you will not receive a response. (In theory none of these should need a response.)

If you sent an email to them via the website then you will get a response by email. If it’s about an item which needs replacing you may also get an in-game mail with the item attached.

How quickly you get a response seems to vary. My guess (based on my own experience in customer support) is that it depends on how busy they are, how urgent it is and how easy the problem is to fix.

For an extreme example I email to request a refund on my pirate costume a few days after the wardrobe came out – when tons of people were requesting refunds and they had all the usual problems of a big update to handle. After 3 days I got a holding email simply saying they’ve not forgotten my ticket and will get around to it. I actually replied to say there’s no hurry (it was only 700 gems which I was sure I’d get). I’m not sure if that contributed but it was another 6 days before I actually got the refund.

At the other extreme I emailed them because I wasn’t receiving my password reset emails (and therefore couldn’t get into my account) and got a response back the same day with a fix.