Support Ingress urgently requires attention.
So, Support! Yes, we all know that system is not working properly in a lot of cases. I'll keep it short.
I've been opening some tickets to support for the past days for different matters and found out, by reviewing different IDs (which are sequential) that support is getting about 15K tickets EVERY DAY.
We have witnessed several cases where system applied sanctions with no fundament to do so, being the most recent one in the forum this one. The recent addition of @NianticThia to the team has been a lucky strike for this one and the incorrect sanction was withdrawn, and this, I'm afraid, proves that the system is not just working properly, it is completely automated, which perfectly fits to the insane amount of daily tickets received by support.
Niantic has stated many times that the are people reviewing the tickets, but that is not entirely true since NO HUMAN BEING would find any ToS violation, for instance, in a COMM message with a copy-paste of the most popular and historic quote of the US Mail Service ("Neither snow nor rain nor heat..."). No human being would either find a reason for a sanction in a COMM message where no agents are tagged, no names are named, a call for peace is being stated and no previous COMM messages in at least 5 months were posted.
So, if we want support to be human, there are A LOT of things to do. And the first one should be DISABLING XF COMM chat.
-The rest of Niantic games lack chat for several reasons, so nothing new.
-The amount of income tickets would reduce without big dev cost for Niantic.
I'm aware there are a lot of agents that would just miss it, but is it fair for those who just can't use it without risking a ban for it? Is it fair for you to say "Hello, welcome to my city" if I can't even post an emoji without receiving a mail from Sofonisba telling me that I've violated the ToS?
Cheating destroys the game. Cheating is an abuse. But is not the only abuse. So, before getting the game to grow, abusers NEED to be cutted. And, by losing COMMs, perhaps those who are neutral to the situation because it does not affect them, might, JUST MIGHT, decide to take care of it.