We all know that GOG recently changed their support ticket system.

First they added an extremely stupid bot that does not help in most of the cases but definitely is useful to make angry customers (there's a reason to contact support) even more angry. I was almost smashing my keyboard until someone told me that there's a way to circumvent this crapbot ... I've named the script myself "Killthebot" because honestly that is exactly what I'd like to do.

So with this joke of artificial unintelligence out of the way I thought that I could now use the support system again without getting high blood pressure ... and unfortunately I was wrong as I just noticed.

A long time ago we had an "activity" tab in the support section to see and follow our open support tickets so that we can see which one hasn't been resolved and which one we would like to add some information to or try to do a follow up because for months nothing happened (unfortunately this is not a rare thing). Then GOG in its wisdom came to the conclusion that this is an unnecessary performance hug or they did not like the fact that people had control over their tickets or whatever - in any case they abandoned it. Not a good idea because all it did was to add additional ballast to the unsatisfied (paying) customer who now would have to collect all mails with open support tickets just to be able to follow them.

We all learned to live with this as well and like said above I learned how to not use the crapbot and all was more or less fine ... until they decided to change everything again. Now, whenever you create a support ticket you get an automatic reply with your ticket number BUT nowhere in the mail does it even say what your request was about and so when you create multiple tickets good luck in figuring this out. You still have the ticket number but it is useless since we don't have any activity tab anymore. So you'll end up with several confirmation e-mails that only say "we have received your request and yor ticket id is 123 ... that's all. If they don't reply again that is all you have to follow up your ticket.

Example:

"Thank you for contacting GOG Support.
This is an automated message – you can reply to this email to provide additional details or update your support request. Your support ticket ID is 999999 – this can help if you need to refer to this ticket later.
We'll investigate your case and get back to you as soon as possible.
We appreciate your patience and understanding.
Talk to you soon, GOG Support Team."


Like I said I have created quite a few tickets since GOG is not really good in actually helping their customers (I do admit that they try but sometimes they are not good in understanding what the problem actually is - reading might help - or they do forward information to product which basically means it is gone and won't get solved at all). I just decided to do a follow up on one that would actually be quite easy to fix and noticed that I have no idea which ticket number I could use to do a follow up ... I simply could not say anymore which ticket was which.

Please GOG, hire at least 1 or 2 people who actually are able to THINK when you are trying to invent new stuff in such important departments like customer support. The way it is now is absolutely unacceptable and unuseable for those who create more than one support ticket.

No we don't.

Well, I guess I do now...

Since this has been talked about a million times, I'll just upvote your post.

Oh, I'm sorry. I did not know that this new ticket system has already been discussed (I know that the bot has). Makes me wonder if GOG ever said something in those discussions.

But what if GOG's support changes are not actually about "helping the customer," which seems to be the premise that the OP is assuming to be true.

But rather, what if they are actually intended as cost-cutting measures?

If that be so, then the OP's statements like "it doesn't help" may not necessarily be true depending on the context of what, exactly, is the goal to help, and from who's perspective, exactly, we are talking about.

If the goal to help is to cut costs, then from GOG's perspective, all these changes might indeed be helping with that.

I would love to see change in tis regard, but I heavily doubt it will get better Marko.
its going to be like this til the site dies.

Sorry, I was actually thinking GOG would be a business that is aware that you can't have any business without any customers no matter how much you are trying to cut your costs and that the goal of every business is not to cut costs but to keep customers and attract additional ones. Only cut costs where it is possible without having negative impact on your customer base... but maybe that's a crazy assumption. So everything is fine ... keep on GOG ... until there's no one left anymore. Let's see how long this will work.

Btw: I doubt that the old support ticket system - the one that actually showed your request with a link inside of the mail - was more expensive at all. All I want is for them to bring back the old ticket system so that we can see what our tickets are about. I already got rid or the bot and I am not delusional so I am aware that they won't bring back the activity section.

This should be the last and only statement on the matter:
https://www.gog.com/forum/general/support_ticket_immediately_closed_upon_creation/post16

Currently, the only way to respond to support seems to be to respond directly to the email.

Yeah, I have an opened ticket about an unfulfilled purchase for a while now (ticket #350408), but the bot opened it after I typed a very incomplete description of my issue, and I have no idea if anybody is receiving my email replies with the details. It's so frustrating...

never said you were delusional bro, just pointing out I personally feel things will not change.

I only needed support once on gog when there was no bot. It was for the game gurumin. It was broken on launch. If you got the true end it would crash during the credits. This was my first gog game. Only after 3 years it was fixed because we the users found out that there was a file missing staff.iti for it and would give a generic 3d error but somebody contacted the developer and they actually fixed it. Now i never did use the bot yet. But it would be good if gog could test their games throughly.
When there was this issue and we didn't know that a file was missing gog support said their game was working without problems and only posted some tips about direct x and what should be done with it like lowering 3d accelarition and don't kno what else. Now i know that some games are too long to test them throughly but does anybody on gog test play the games?
So anyway do you need support regarding a game or other issues?

Well ... that only says something about the status of a ticket. The general problem of this new support "system" I mentioned above is not adressed. Do they really expect us to make a list with every support ticket to see which is which?

GOG never was able to help me when I had game related problems. They forwarded them to product and they wer enever fixed until now. In any case it does not matter why I need support. The problem is that you won't be able to track your tickets after you have created them. That is a general problem and does not even have to do with the question if GOG would be able to help or not. It simply is an extremely flawed system a child would have created better ... a very young child.

Do you mean it's been at least 4 hours since payment went through and you haven't received the purchased items? If so, while logged in using a web browser, open the refresh links in a new tab. Let the first one load fully before moving on to the next. There won't be a confirmation message or anything. Just reload your library page afterwards and check for any changes.
https://www.gog.com/account/refresh
https://www.gog.com/user/refresh

Well, even the old burger & fries handwritten ticket system attached to a clothesline would be better than this humdinger of a system they've got. I dunno if there were many hamburger joints before the Wall fell/western culture slipped in past the curtain, but when one is comparing manual autoservice ticketing systems to what is supposed to be a whizzbow wizards system...