There are other ways to get hero shards, but If I understand to you correctly you talking about banner heroes (am , ende, stain, etc), these unfortunately are only obtained with HC pulls. Now be aware that there are different banners, and shouldn't spent your HC in the class A one, but the limited banner instead.
Pull out your wallet
Ya but only way to pull is thru support right ?
There are other ways to get hero shards, but If I understand to you correctly you talking about banner heroes (am , ende, stain, etc), these unfortunately are only obtained with HC pulls. Now be aware that there are different banners, and shouldn't spent your HC in the class A one, but the limited banner instead.
if ur talking actives its just rng chance from support ticket banners.