I am genuinely asking what's wrong with support
Short story: they're outnumbered.
If you look at the numbers, Itch has over a million games, with hundreds, if not thousands, uploaded every day. A huge number of people request support, but the vast majority of games are free, so they don't generate enough revenue to maintain a large staff capable of answering all the questions. It's that simple.
Their policy is to respond only when absolutely necessary. If you ask something that's already covered by the rules, they most likely won't answer. If you request something, it's possible that when they see your ticket, they'll review it and take action. However, it seems that in many cases, the person isn't informed, especially if their request is rejected. This leads to the main problem: people don't know if their case was denied or if it's simply lost in the system. I agree that this is the most frustrating part, but if it's any consolation, they don't do it to make us suffer. They're just humans with very few people to handle the volume of support requests.
Over the years on the forum, I've seen people ask the exact same questions over and over again—questions that can be answered by reading the documentation or searching the forum. And from that perspective, I understand the policy of not answering unless necessary, especially since there are other, much more important aspects of support, such as payments, combating spammers, and dealing with people who upload malware.