I've seen a number of players who are frustrated at the extended delays with our support team.
First, I want to acknowledge that we did send a cut/paste email to all the players who opened tickets in order to get unbanned. Many of them went to players who had been banned for cheating. Unfortunately some of the unban requests were for different reasons. It can't have felt very good to get a cut/paste email response that didn't even address your ticket.
We worked hard to make up ground this week despite the rising tide of tickets.
We also brought on a new CS person.
As of today we have:
493 new tickets
685 total tickets
We are responding to tickets submitted on 4/17, so we're at 2 weeks to respond.