What if we reply to the first automated response to add something or bump a ticket after some time of waiting? Does this sort of action also put it at the end of the queue again?

I thought they already had died and that was why everything was so slow *BADOOMSH*

So, even if it's a reminder of the same ticket (same ticket ID), it's treated the same way as a new/ separate one?

I guess then that people that open threads here are doing the correct thing to draw attention to tickets they're waiting a long time on to get a reply.

*makes note to do the same in the future*

Thanks everyone!
It seems the delay was due to the topic I chose for the ticket, thanks Firek for handling it! :-)

No, do note that she said "multiple tickets". Replying in order to add information isn't a new ticket, making a new support request is.

I think you misunderstood the point of the timeline I'm referring to. When I submit a support ticket I get an automated reply which includes the line "If you want to tell us more about this issue, please answer this email". Let's say that it's #125 in the queue at the time of submission (though I have no way of knowing how long the queue is). Ten days pass and my ticket is now #63 in the queue, If at that time (note: no reply from an actual staffer yet) something related pops up and I want to let GOG Support know about it or simply remind them that I'm waiting for ten days, I reply to that first automated email I got.
According to what she replied, my ticket will be pushed at the end of the queue which may very well be further down than the initial #125.
At least that's how I understood it.

So, instead of "bumping" the initial ticket that remains unanswered, making a forum thread about it seems the better option to get an issue addressed.

I edited my post before you posted your reply though. A reply is not a new ticket (or of it is, it's not only very different from any support line I've worked at, but also quite retarded and unfair to issues that may need more information).

To quote: Replying to the autoreply in order to add more information is not a new ticket (or if it is, it's not only very different from any support line I've worked at, but also quite retarded and unfair). Using the support page to file a new issue (and probably sending a mail that is not a reply) is a new ticket (that will be joined with the earlier ticket, but given the new ticket's number and filed last in the queue).

a one off promo or will it be extended ?

Sorry, didn't get a notification for your reply.

I understand this, but reread what she replied to my inquiry; I made it quite clear that I'm referring to the same ticket, and not to a new one submitted via the support page. According to her reply, GOG's system treats both cases the same.

As for GOG's support line being different from what you know - well, it's GOG we're talking about, they often do things in ways that make no sense to us.

I know, I realised just as I submitted the post that it had become a reply to Ciris, not to you as it was intended (because I quoted you, typed up the reply, then wanted to quote Ciris and ended up submitting that instead of copying the final post and hitting "reply" to you again in order to notify you).

Maybe you're right, maybe I am. I'm very likely just assuming in the way that I figure seems most logical.

Could you please clarify the situation discussed in posts #22-#24, and #26-#27?