I appreciate the elaborate answer and thanks for providing transparency on the workflow behind the scenes. I personally didn't experience problems with indexing, but many of my friends did (as shown in this thread).
One thing that could've helped is making this transparent not in support thread, but on developer dashboard itself. E.g. show indexing status near the game and if it is not indexed show the reason and approximate ETA of the game to be indexed. If ETA has passed show the button to ping support.
At the moment it is very frustrating and some people don't feel confident to write to support to clarify why their games don't get traction. In the world where AI generates tons of slope it is extremely important to give fair chance to the games that deserve it and I believe itch is the best platform to make this happen.