This please. Communication is KEY to helping facilitate an enjoyable playing experience. I still have no idea if the one in-game ticket I put in was actually resolved, or just looked at and then closed, since the issue was a matter of waiting a few hours. I really really miss customer service where folks interacted with the players, and weren't some unnamed force. That way feedback was almost assured, and the playerbase was much more satisfied.
I really want this game to succeed. I have loved it since I first logged in, and am having a hard time with the lack of communication. (Among the obvious server pop issues) Hopefully you guys are here to fix that, huh? =) Best of luck, looking forward to your impact on the community.
Also, as a side note: Please stop re-posting the class trailer videos on the Facebook page. It's a pretty poor advertising tactic. Maybe limit it to recent things, such as the weekly Dev Q&A, or links to third party interviews (I haven't seen these, if they're already being posted). That way there's traffic to the site, and no re-hash that seems to only frustrate the player base that follows the FB feed.