I really would like to know what's wrong with the GOG support lately. I've opened a few tickets over the last weeks and only recieved one reply yet. However for whatever reason the status of ALL those ticket has been changed to "Awaiting your reply". This normally happens when someone from the support has answered but that was not the case. What is going on?

I checked when I have sent support requests to GOG:

July 24 2020:
- Received a comprehensive reply on 27th of July.
- Got prompt answers after that until the ticket was closed.

December 12 2019:
- Received a reply the same day.

October 4 2019:
- I got my refund in two days.

July 31 2017:
- Received a reply the same day.

Any older tickets, same thing.

So I dunno, seems ok to me. Maybe I make easy support requests, or I don't spam enough support requests to overwhelm them.

Maybe Zendesk sucks.

I'm definitely not spamming them with tickets and when I open one I always try to put as many information (dev quotes, links etc.) into it as possible. Still for whatever reason nobody has answered lately.

For example On August 18, 2020 I informed the GOG support about the big new 1.1 patch for Ion Fury and that it's not here on GOG yet.

To this day I've not recieved any kind of reply from them but still the ticket status was changed from "Open" (which is the status until you recieve a reply) to "Awaiting your reply" (which is the status after someone from support has answered). I'm wondering why that actually happened when there was no reply from the support team at all. It makes no sense. I had to reply to my own ticket in order to change the status back to "Open".

Maybe someone is just pretending that he/she answered all the tickets?

I don't think they could do much, for these cases you have to go to the source of the problem and contact the developers/publishers.

One of the devs said this: https://www.gog.com/forum/ion_fury/beta_v11_when/post10

So if what he said is true then GOG has the updated files and has to act so that the update becomes finally available. I know there's also the option for the game being updated through GOG Galaxy but it seems that Voidpoint has not yet asked the person(s) in charge for Galaxy access so that they could update their game whenever they want like other devs do it all the time and so up-to-date offline installers provided by GOG is the only option at the moment.

Yes, in this case GOG has to take care of integrating the update into offline installers, but it's also the fault of developers who refuse to use the dedicated portal for automatic updates. I don't understand why GOG doesn't make it mandatory, it complicates the work for them, who don't have the staff to cover the thousands of games they now have in their catalog, and for the users who have to wait more because of lazy developers.

I don't get it either. As you said it would make things much less of a hassle. Unfortunately right now it is how it is ... and it sucks.

Short-staffed, constrained by the pandemic, and overwhelmed with an increasing amount of support tickets since the introduction of the new refund policy, especially during sales, would be my guess. But who knows.

This.

Currently when you contact support, you will receive an automated reply that states pretty much what Leroux has outlined.

If my recent interaction is any example, it took approximately a week (or just under) for an answer to my question by staff.

They are indeed working hard and trying to provide support in a timely manner.

The one answer I recieved so far regarding the outdated or mislabeled installer for SUPERHOT happened after the installer was replaced by the current one and also more than one month after I opened the ticket for it. It's completely random when and if you'll get an answer.

The last time I used the support system, there was the message about "awaiting an answer" (even though they never said anything in e-mail or on the ticket). I believe that because of the increased response times they want to make certain the query is important enough to the user to make some reply. Without a response, like, "Yes damn it, work on this", they won't touch it.

If you haven't, recheck your ticket and say something on the ticket.

Like I said earlier I've replied to my own ticket to change the status back to "Open" again but this shouldn't have to be a thing at all. This is not how support normally works.

Frankly I disagree. It is good that people inform GOG about missing patches and content, but then it is GOG's job to get it to the GOG version (or make other decisions, like pull the game from the store because it is not supported on GOG).