Waiting for reply for three weeks - Steamgifts support needs more staff?! (Including poll)

Closed some 10 months old support tickets the last days. Was fun to see that I reported some users for bad behaviour and insults but noone reacted. Having the same problem like you atm and I will see how long it take. They are doing a good job sometimes, but sometimes not. So I must say it depends on what problem you have. There is no general reaction time.

I think it really depends on your problem. In my cases, I've only had winners asking for a reroll and I included screenshots of our conversations so it was probably a clear cut easy solution, got a reroll after a week

My ticket "Delete Giveaway" created more than 2 weeks ago. Still pending :(

Better then me it least, i had a ticket pending for over a year asking them to add the SA/UAE region lock.
If i didn't bother finding a moderator post in the discussions that ticket would still be pending today xD

You need to make the ticket in "Request New Winner", if you want to request a new winner

Did SG have an increase in newcomers or something?

Oh wait he isn't even new.

I have a ticket which is pending 8+ months now...

:О

do your job (=send me the key)

And don't worry about marked "Not recieved" - comment

If your re-roll request gets denied, then you should send the game to the winner, who would then need to mark it as received (or they would risk a permanent suspension for misuse of giveaway feedback).

Most I've waited is close to 2 years.

For a re-roll possibly a few days right now. Any user reports you can forget about though. I still have numerous tickets open that are almost 2 years old. I stopped submitting them a long time ago given just how futile it was/is.

Depends on the type of the ticket. For example, I'm still waiting for 4,5 days for a reroll, but it's kinda normal to wait for around a week for a reroll. About reporting other users, me and a friend reported a guy in the past for calling out other people. I put the ticket in the "Other' category and he put the ticket in the "User Report" category. So, we're waiting to see who'll get an answer first. XD More than 3 months have passed and still no answer. We mostly did it in order to check if the support checks these ticket categories at all and, if they do, which category gets checked faster. But, usually, they never get resolved, even after years, as you can also see in the answers above.

As others said before me, it depends on who has to deal with your ticket, which depends on what the ticket is about. Reroll requests are usually answered quickly (hours to a few days). If yours is 3 weeks old, it probably got burried, you could bump it by adding a comment to it.
Tickets that can be answered by cg only can wait a bit longer. For example, I have one which is still pending, I'm going to wish it a happy 2 years birthday next month :)