Xbox CEO Asha Sharma reportedly answering player support tickets
GG Brief Editorial Desk · AI-assisted, source attributed
VGC reports, citing The Wall Street Journal, that Xbox CEO Asha Sharma has been personally responding to player support tickets and spends “hours every month” resolving them. The Wall Street Journal reportedly says this hands-on work has shown Sharma how complex it can be to fix a single player’s problem. VGC notes Sharma was appointed earlier this year and that her tenure has included policy changes on exclusivity and Game Pass pricing alongside large-scale layoffs and warnings about Xbox’s future. In July, VGC reports, Sharma enacted cuts initially affecting 1,600 jobs that stretched to 3,200 by the end of Microsoft’s business year.
- What happened: VGC, citing The Wall Street Journal, reports Xbox CEO Asha Sharma has been personally responding to player support tickets and spends "hours every month" on them.
- Why it matters: The Wall Street Journal reportedly says the process has helped Sharma see how complex it can be to fix an individual player's issue, which could inform leadership decisions.
- Context: VGC reports Sharma was appointed earlier this year; her time in charge has included changes to exclusivity and Game Pass pricing and large layoffs — initially 1,600 roles in July that stretched to 3,200 by year end, per VGC.
- What next: VGC and The Wall Street Journal did not report confirmed next steps or specific changes resulting from Sharma’s support-ticket work.
What changed
VGC reports, referencing a Wall Street Journal profile, that Xbox CEO Asha Sharma has been personally handling player support tickets and spends "hours every month" solving them. The Wall Street Journal reportedly says this activity has illuminated how complex resolving a single player's problem can be.
Timeline
- Earlier this year: VGC reports Sharma was appointed Xbox CEO.
- July: VGC reports Sharma enacted layoffs initially affecting 1,600 roles.
- By the end of Microsoft’s business year: VGC reports the layoffs stretched to 3,200 roles.
- 15 September 2026: VGC published the article summarising the Wall Street Journal profile.
Limits
- The reporting attributes the claims to The Wall Street Journal via VGC; neither outlet is presented here as independently verifying the details.
- VGC and The Wall Street Journal did not specify how many tickets Sharma handled, which individual issues she addressed, or any direct operational changes that resulted from her ticket work.