ZenDesk (our support portal) exists for player privacy and as the primary channel for our team to resolve player-specific issues. There’s a high potential for privacy issues if people posted sensitive personal information here on the forum like their Support IDs, e-mail addresses, etc.
The forum is for community discussion. Without an appropriate channel for explicit support issues, there would be total chaos with people PMing staff who are not tasked or trained in solving individual player problems. Like personal e-mail, PMs on the forum aren’t viewable accounts other than the primary recipient, whereas our support system is designed for tracking, tagging, etc. of all player requests. It also has a number of important widgets and integrations that connect support tickets to their specific related bug tickets.
The short of it is that the forum is not at all designed for solving individual player issues, and our support portal exists for your privacy.