Improved
Your support ticket gets an answer right away
A ticket you open in the app comes back answered instead of waiting for someone to open the inbox. Billing still goes to a person.
Improvements
When you opened a ticket in the app, it sat in a queue until someone on support got to it. Now the answer comes back right away. Write again in the same ticket and you get another answer.
Billing still goes to a person: those tickets reach the team directly, with no automatic reply in between. And you can ask for a human whenever you want, just say so in the ticket.