I really wanted to ask this question: what happened to GOG.com support? There used to be a good old ticket system where you could access all of your support tickets from your profile. Then, everything changed and tickets became secret, only accessible through a ticket link. Now, things have changed a lot again, and there isn't even an option to directly open a ticket. Instead, there's a stupid chat bot that you have to go through before opening a ticket. This new system really sucks. To make matters worse, it's been nearly two weeks and I still haven't received an answer. So, I want to ask again: what happened to the support system?

The way to go now is to fight the bot until he gives up or just write them a email directly.

The last two times I fought the bot and the bot lost.
The response time after that was quite good, the morning after I had my answer.



Edit: They should have kept the ticket system for some trivial tickets however like "In Galaxy the same game has separated entries for Steam and GOG" or other bullshit like that. These things are not worth the trouble getting potions and other heal spels in order to prevail against the bot.

Just answer "other" to every one of bot's questions.

This bot is so counter-productive. They probably created it so that all their tickets would get categorised properly, with game titles, issue types, order numbers, etc, but answering this bot's question is like navigating a labyrinth. Many times it will simply say "I'm sorry but I was not able to create a ticket", which is just insane. Such a response should not exist. Log a ticket regardless of any conflicts or lack of categories.

As a result, just answer "other" to everything and log a ticket with absolutely no categories. The bot achieved the exact opposite of its intended purpose.

Also yeah, the only way to view the status of your ticket is via the email notification link. There is no way to find it via the website.

Having said all that, even though the bot sucks and support response time is long, once they do actually respond, I find support staff to be quite good. It's just getting a hold of them that's difficult.

Don't worry, even if you get through to submit a ticket, you won't hear back with a useful reply!

I guess nowadays, you might be able to find a way to hook chatgpt on it and just ask chatgpt: "chatgpt, please harass the bot until he allows me to send an email to GOG support"

Email a very specific support ticket to support@gog.com with full details (following the old setup as much as you can remember). Attach screenshots and a DXDiag where applicable.

Noooooo, you're supposed to be using the chatboterinooooo!

But seriously, I think this is fair, especially given that didn't they say previously that the chatbot would be evaluated after like half a year? Here we are over a year later with them still expecting us to use the chatbot "feature" to "improve" our experience.

I've pretty much only used the email for the last eight years. Only ever seen the chatbot out of morbid curiosity from user posts like this.

Edit: to be clear I have no idea regarding "fixing" it etc.

i can't miss any theme about gog support :D
it will soon be a year since gog can not answer my ticket

Before the bot system their response time was like 1 month, was it ever actually good?
Just email gog at support dot com directly.

I never dealt with a gaming store that had good support from experience. It's always seems to be mix bags or no support at all.

Ok so please know that I absolutely do not want to start crap in this topic, and I know others may have had negative experiences, but I have to say I *personally* had a very positive experience with Zoom-Platform support in the past. Granted this is going back a few years at this point and I may be misremembering some detail. But I know due to some problem I had downloading or whatnot at the time, they had offered me (at least, iirc) one free game of my choice (no idea if they do this still, or if even then it varied case by case, etc). In my communications I had also requested they bring Commander Blood to the store, a game which is a very obscure old title (and which I genuinely wanted...my request wasn't like some "gotcha" sort of challenge or anything), which they somehow did manage to get at a later point in time! (This was obviously an insta-buy for me as not only did I want the game, but I am doubtful they would have got it without me, or perhaps others too, requesting it).

Can GOG not afford to improve things? They made like $1.25 million in profit last year, but maybe they plan on using it for prepayments for games?

ZP has a small number of games to support. I already had a few ZP game issues that never got answered. It could be because it got lost in Discord. Not easy to keep track of everything using Discord for support.

My last couple of experience with GOG support has been good. But it's not always like that.
They could hire new support members with that money and still have plenty left over.

They are around you undercover xD quickest and most active