There is a fine balance of ease of access and reliability. As much as I'd love to have something within sight for reporting a problem, they can make it too easy so that they get a lot of false positives on problems.
When I first saw that in-game help feature, the first few seconds was, "
Oh neat! I can make a conversation with SC Staff!
" to "
OMG what have they opened up?!
That will be so flooded with replies before they know it if people in general knew!" :eek:" After taking a minute to think out that last part, I figured that if it isn't announced too strongly, then the volume of feedback they get could be manageable.
First few months, absolutely
loved it! Got what felt like real responses from a person, including real typos in the message

. But... as the months passed, I could see the signs of a stressed system.

More responses where becoming formulaic, and later, more off the mark from the actual topic of my message. It has to be an automated system by now, just so it can filter the sheer volume of common messages, and give more unique and less trivial messages to a real person. Seeing it turn into that makes me want to cry😢, and I don't say that very often. I saw how good it could be, but found out I was right, it would get flooded. (not always a good feeling being right)
It will take awhile for your message to get to SC via the in-game help feature, but I can say that it
will get there. Just.. don't expect a coherent reply back at first. You may have to poke back a few times to make sure it sounds like the person on the other side knows what they are talking about.