I agree with you till the 3rd paragraph ... The first request can become a slippery slope . Tickets received VS tickets closed . For anyone that has submitted tickets because something has gone wrong with the game beyond their control / whatever.
It's a good feeling that you get a good representative that works the case , communicates well , understands what they are looking at in the screen shots (if required to have screen shots ) , communicate to other parties if there are others involved, be where they need to be to fix the reason for the ticket . Basically a good problem solver .
Unfortunately if we point attention to quantity and not quality we will get Rep's that really don't care to fix anything correctly ... they will be geared towards closing the ticket as fast as they can. In a companies prospective that will look great on paper because they closed 5 to 6 more tickets per hour than any other rep . Which can in turn make the status quo to be more like them .
However customers will suffer with the quality of game support . TBH They need support survey's added in after a ticket has been closed and attached in to the ticket. This will point out problems that players have in presenting a ticket with required guide lines . It will reinforce policies of what a Rep can and can't do. This will allow the customer to thank , to commend or to explain why the problem has not be resolved .
As we can see this is becoming a tall order to fill quickly off a system that is already broken. I fear ... however welcome monthly payments to increase the revenue for getting a better support team. I can only speak for myself when being willing to sacrifice $5.00 to $10.00 per month to get better support. If a support member gets too many complaints per month over a 6 month period ... it's time to cut them from the team hire someone more capable.
I remember an old saying ,
"You can have it something done fast , you can have it something done cheap and you can have something done right . You can pick two but you can't have all three. "