Xbox CEO Asha Sharma spends a few hours each month responding to player support tickets to understand the problems Xbox users face first-hand, according to a Wall Street Journal profile.
Asha Sharma support tickets give Xbox direct player feedback
Sharma reviews issues ranging from individual games and hardware problems to wider friction across the Xbox ecosystem. The account comes from the Wall Street Journal profile, as reported by TweakTown and Dexerto.
The Asha Sharma support tickets give the Xbox CEO a view of the less tidy parts of running a gaming platform. The WSJ says Sharma has learned how complex it can be to fix a single player’s problem, rather than relying only on reports passed up through the business.
That approach sits alongside Microsoft’s Xbox Player Voice feedback portal, where players can submit and upvote requests. TweakTown links the initiative to the company’s response to long-running demands around Xbox exclusives, although the support-ticket work itself is about understanding problems rather than announcing a specific product change.
Xbox is still cutting costs while Sharma gathers feedback
Sharma’s hands-on player research comes as Microsoft makes difficult changes across Xbox. The WSJ profile, as summarised by TweakTown, covers studio divestments, project cancellations and layoffs, including a report that around 1,250 further job cuts remained.
Those decisions sit alongside efforts to improve the platform’s appeal, including a disc-to-digital programme and plans for Xbox-exclusive games. The company is also publishing Hideo Kojima’s PHYSINT after an earlier arrangement with PlayStation fell through, according to TweakTown.
The support-ticket detail is less dramatic than a studio closure, but it shows how Sharma is gathering information while the wider business is being reshaped. A few hours with player complaints will not fix every platform problem. It is a more direct sample than a quarterly slide deck, at least.
Related Xbox coverage
- Phil Spencer steps down from Xbox after 12 years as Asha Sharma takes over
- Xbox leadership changes as Asha Sharma reshapes the platform team
Who is Asha Sharma?
Asha Sharma is the CEO of Xbox and took over Microsoft’s gaming business in February 2026 after Phil Spencer’s departure.
How often does Asha Sharma respond to Xbox support tickets?
The Wall Street Journal says she spends a few hours each month responding to customer support tickets.
What is Xbox Player Voice?
Xbox Player Voice is Microsoft’s feedback portal, where players can submit requests and vote on issues they want the company to address.
