So just entering directly https://support.gog.com/hc/en-us/requests/[ID] on one of these new requests won't work? Because it seems to still do on older ones.

No, it does not work anymore. Just took a link from an older reply mail and changed the ticket number. All I get is "Oopd - The page you were looking for doesn't exist". Tickets before the change are in fact still working for me as well. And I can live with this as well - as long as they mention the reason for the ticket in it. This can be automated - no costs involved just a little bit of logical thinking.

It doesn't. Also, the ticket numbering is using a different sequence of numbers. The new ticket I opened in mid-June is a 6-digit number, 321648, while my last one in May under the old system was 1520856.

Yeah, I didn't knew they changed their system but I was surprised they seemed slower that usual.

I created a "I am unable to download any games or even access my game collection without using Galaxy" ticket last Thursday and didn't got any answer yet except the automated ones.

Usually I, for my previous tickets, I would have gotten a human answer the next working day but here nothing.

But even with the old system, all my previous tickets are in "have been transmitted to the relevant team" status and I didn't got any update on any of them for months.

I get the impression, that GOG is likely so low on resources (staff etc), that they swap them around and focus on something to the exclusion of other things for a while. No doubt the Bot would be a part of that.

And while I am sure, GOG's lack of good support to a considerable number, would impact customer loyalty and some sales due to that, I suspect that overall they make enough sales to counter any negative blowback.

Dissatisfaction with GOG doesn't necessarily mean a sizable loss of sales.
Where are most gamers, who desire DRM-Free going to find such games outside of GOG? ... aside from ZOOM Platform and a few others who provide in a lesser manner or with unattractive prices ... or in the case of DRM-Free Lite at Steam or Epic, aren't what most DRM-Free customers really want.

This means, it seems to me, that to get overall satisfaction with GOG right now, is between a Rock and a Hard place.

That said, we have also had a resurgence in the number of free games provided at GOG.

Again, I am not talking about the bot (anymore) I am simply talking about a new system they invented that is faulty at heart and should get fixed asap. All it takes is to include the subject of the title in the e-mail auto replier. Should be a thing of a few seconds and won't cost anything other than those mentioned few seconds of manpower. It puzzles me how GOG did not notice the big flaw in their new system when they invented it ...

Conspiracy theory: someone else did it for them and they're not exactly invested in support any more :P.

You could say that support lacks... support. >puts on sunglasses<

Maybe GoG should use a new Nvidia-AI paired with Chat-GPT... i assume it would have a higher intellect than most of the people available for hiring.

Those that got more intellect than those AI are most likely to valuable for "support matters" and seems to be required elsewhere... for example on the dev of Cyberpunk.

The issue is, we have a almost world wide lack of highly qualified workers and those that actually remain are more valuable than a gold ingot.

I feel, truth it: GoG need to cut on the costs a lot, because CDPR is not willing to accept "red numbers". Although, on the current market...the only one truly with good numbers is Steam; all the others kinda will have to sacrifice their wealth in order to survive... or making a cut on support, which seems to work so far for GoG.

Anyway, the main truth still remains: It is always difficult getting qualified and good workers.

I think it's more that we have a world wide lack of highly qualified companies that know how to cultivate talent and create the work environment and incentive structure that encourages people to do things right. If anything, most of the time it's the opposite. And indeed, most companies don't value talent much more than a gold ingot; less than a year of median salary in EU. When was the last time you were offered a $20k sign-on bonus (or bonus to keep you at the company when you were about to leave)? And would that keep you working there if the company is full of misincentives and bullshit, like the vast majority of them are?

iirc they did make $1.2 million in profit last year. I wonder if most of that money has to go to "minimum guarantee" to get AAA titles here to keep GOG afloat.

imo GOG does seem to perpetually be between a rock and a hard place.

All of you may find this post interesting:

gog.com/forum/general/gog_support_is_kinda_dead/post2

(Yeah... the beauty of the hidden negative rep
half-ass-solved forbidding me to post links...)

Anyway, a C&P: It seems one digit of the ticket number is missing on the recent emails (the last one?)...
You could brute force test...
Math says you'd need to try the 10 options available

Please report your results to let the community know

Good luck & YES, support sucks big time...
AND not only here but everywhere!

Just a quick similar:
Amazzon Order confirmation emails for digital purchases
contains the order#, $ stuff (subtotal, tax, total)
and a totally stupid button "view order details"
instead of listing the items...
Thats Infurating to say the least...

Oh!! And for some reason this reminded me about the GOG discount emails!
The same stupid practice!
And we could easily spend days providing evidence of the stupidity fest...

Adding to what MarkoH01 said, in May the 7-digit numbers were circa 1,500,000, and in June/July they're circa 350,000. For it to be a number in the old sequence, just with the last digit missing, then the numbers would have had to double in a single month.

Correct me if i'm not understanding well

The sign-in button doesn't seem to work (tried english & my native language) , before it worked (may of this year)
It doesn't prevent to create ticket / using the trashbot though...

My recent experience @.@
I created a ticket in april for an inquiry about dlc for a game and got after a loooong time an answer
mail address was like this : support+id<ticket number with 7 digits>@gogsupport.zendesk.com

Last friday i created another ticket for an issue with the web customer library (some games have an installer for a soundtrack in dlc section : which in fact is a bug for those- still the case : ie -> Whisper of a Machine soundtrack )
Er got an answer the same day.....yes same day (the gamecard in the library for the mentioned game in the ticket got fixed,, remain some others ...)
mail address: help@gog.com (no ticket number in subject but it was in the mail , 6 digits only)

so either something changed or it was due to the nature of both inquiries which were really different.. Only thing i'm sure it's the number of digits used in each ticket.

I agree with Marko the bot makes most of the time customers angry, which is bad for business.....Serious GOG has some wisdom ? o.O