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If they did this, because of the millions of people who use Steam every day, I would strongly recommend that they should only handle issues directly related to the Steam client, and the most commonly-encountered issues for the newest/most popular games in the Steam Store. Anything else, such as having a problem getting a 10-year-old game to run? Fill out a ticket like everybody else.
That is some BS... When did this get started?
Few years back i think it was 100% free, then Spam and phising bots come, and they had to block it (users ask for it) so they put a pay wall by the user having to pay for something
That did not help much as spam bots got free keys
So it become only for Steam store things
That did not help much as of the 0.19 games, so now you have to add 5$ to wallet or spend 5$ on a game to be able to do so
Its for the community safety