I'd also point out that you guys have been busy getting the games from the new developer going - though I don't know if those staff members also answer support requests.

I did contact support few months ago, and also sent them an example installer that integrates the game nicely with GE, comes with dosbox 0.74, and keeps the registry clean. I don't think I got a reply on whether the installers will be updated or not, though.

It strikes me as kind've odd that the marketing guy is more active on the forums and not the support guy(s).

I would hope that the support guys are working on support requests while the marketing guy is taking in what the community at large is excited about...

Many users use the forums to try finding solutions for problems cus they think that sending in a support ticket will take far too long or not get answered.

Agreed, and the community by and large does an excellent job at getting issues answered - GOG follows these threads by including them in the support sites.

However I wouldn't expect the GOG support team to comb through the forums to answer issue requests when they have an issue tracking system in place.

I strongly suspect they do not have an issue tracking system in place.

Such a system would give out tokens when you log a support request, it would track active requests, it would not let them forget about people. They do not give ticket numbers (from what I'm told), and they do forget about requests (from what I can tell, people have to push support occassionally),

Everything I've observed about peoples support complaints indicates they are operating based on an inbox, and someone going through it trying to fix stuff.

I think the returned message tab tracks your messages to/from support, like it did before it was removed.