Support shouldn't be about solving end user problems as much as identifying pain points and influencing development milestones.

The traditional support model is a 1:1 ticketing relationship. User has a problem and submits a ticket to an agent, agent solves problem, customer is happy. This model is monotonous, and often results in macros for re-occurring problems to create a very robotic experience for the end user.

The Uservoice framework is a much better solution to this problem set. Instead of email ticket submissions, their SDK allows a player to see common re-occurring issues inside the game, then vote on issues they have as well.

This creates a 1:X (problem to community) relationship. When an issue is fixed in the development roadmap, all users with that problem are notified. It also helps your development team identify higher priority issues that are affecting most players vs a small sample.

Uservoice also lets your engaged users recommend features they really want, and vote on other players ideas.

This is support as an engagement layer. Your support team members become community managers that consult the development team on community issues/needs.