I've had two weird issues with reservations lately.

First is a multi-city reservation for later this year where I get "No Upgrade Available" when trying to upgrade my cabin (even though Polaris is almost empty on both international segments).

Second was today when all my multi-city reservations I'm trying to book are pricing out in Y instead of discount fare.

I called in to see if web support was available to address these (they've been amazing fixing issues in the past including inadvertent mistakes by me) and was told that group is no longer available. Sounds like they are gone as of two months ago.

I still think the United app is the best for day of travel and getting info on all aspects of the trip. The web desk being gone is a step backwards unless they can get their actual reservations system more stable though. It has been smooth sailing on United for me the last few years (aside from garbage Polaris food)... I knew something had to give one of these days.

EDIT: I did a search for "web support" before I posted this and it was not in the first two pages of results... guess I should give Flyertalk web support a call... Well at least I know what happened now.

After reading these posts I'd argue that the agents do not have the ability to fix things that web desk could. The option to call in and we can see/do things for you is not a great option. I don't want to spend 10-15 minutes every couple days checking with an agent when I could do it in 30 seconds from the web.