Xbox CEO Asha Sharma Is Personally Answering Support Tickets

Xbox CEO Asha Sharma has been spending a few hours each month personally responding to customer support tickets to better understand the problems gamers are actually facing. The Wall Street Journal detailed the practice in a recent profile of Sharma.

Sharma Is Going Directly to Xbox Gamers

The detail comes from a recent Wall Street Journal profile of Sharma, which looked at how she has been running Xbox since taking over the gaming business earlier this year.

Instead of relying only on internal reports and summaries, Sharma has spent time working through real support requests. The experience has also 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 the tickets “secretly” or “anonymously.” The strongest reporting we could verify confirms that she personally spends a few hours each month responding to support tickets, but does not clearly establish the anonymous part of the viral claim.

Xbox Has Been Building More Ways to Hear Feedback

The support-ticket work fits with a larger push inside Xbox.

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.

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

Fixing Tickets Is Different From Reading Feedback

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 reading survey results or seeing a chart of the most common complaints.

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.

Spending even a few hours inside customer support can still show the person running Xbox what the experience looks like when something goes wrong.

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