GM Definition

• Game masters are Blizzard employees who act as customer service representatives. A GM is not bound to any one server and can create a character on almost any server to answer a help call. GMs are identifiable by the small blue "Blizzard" icon next to their names in chat windows. This icon is there to prevent GM impersonation.
  
  

Contacting a GM

• To contact a GM you must be logged into the game. In the menu you will find a button labeled "Help Request." Select the "Page a GM" option and choose heading that best suits your problem. Type a short description of your problem and submit it. A GM will either email you or contact you through private chat once your petition, or ticket, has been processed.
  
  

In-game Support

• A GM has a number of powers related to location and item acquisition to ensure customer satisfaction and enforce game rules. A GM will, for example, teleport players who are stuck in map glitches and are unable to move. A GM can be contacted if another player is harassing other players, verbally or through game mechanics. Harassment is often known by the term "griefing." Players who find their accounts stolen may petition a GM to restore lost items and characters.
  
  

GM Restrictions

• Because of their positions as customer service representatives, the actions of GMs are restricted by a set of rules placed by Blizzard. For instance, a GM may not help a player finish a quest. A GM cannot give away items that are not part of a character restoration or in-game event. Also, while a GM may create a character on most any server to answer calls, a GM is prohibited from performing his duties on any server that he plays on in his personal time. This server restriction is to prevent conflicts of interest.