Xbox CEO Asha Sharma Personally Answers Support Tickets

Xbox CEO Asha Sharma spends a few hours each month personally answering support tickets to better understand the problems gamers face.

The Wall Street Journal detailed the practice in a recent profile of Sharma. The profile looks at how she has run Xbox since taking over its gaming business earlier this year.

Working through Xbox support requests

Sharma works through real support requests instead of relying only on internal reports and summaries. The experience has shown her how complicated fixing one gamer’s problem can become inside a platform as large as Xbox. The profile describes her hands-on work with support tickets.

Some social posts describe Sharma as handling tickets “secretly” or “anonymously.” The strongest reporting we could verify confirms her personal work on support tickets, but does not clearly establish the anonymous part of the viral claim.

More ways for Xbox to hear feedback

Microsoft officially named Sharma CEO of Microsoft Gaming on February 20, 2026. Microsoft later renamed the division XBOX, and its current leadership page lists Sharma as chief executive officer.

Xbox also launched XBOX Player Voice in May. The program gives gamers a dedicated place to submit feedback, see when Xbox reviews it, and follow updates when the company acts on an idea or problem.

Xbox says not every request will become a feature, but the goal is to make the feedback process easier to follow. Sharma and Xbox leadership later said Player Voice gives the company a 24/7 channel for hearing directly from gamers, creators, and developers.

We previously covered the larger Xbox restructure and the questions surrounding its new direction.

Support tickets give Sharma a different view

A support ticket usually starts with a specific problem. A gamer may be unable to access a purchase, sign into an account, use a console feature, or solve an issue inside a game.

Working through those problems gives Sharma a different view than survey results or charts of common complaints. Even a few hours in customer support can show her what the experience looks like when something goes wrong.

The approach does not guarantee every Xbox problem gets fixed quickly. Xbox serves hundreds of millions of monthly active users across games, consoles, PC, cloud services, and other platforms, according to Microsoft.

For gamers, the interesting part is what Xbox does with what Sharma learns.