No action to be taken on no-reply tickets and posts

Post by **Steve Sokolowski** » Sat Mar 30, 2019 9:36 am

I've decided to implement a change in policy regarding how we work with support tickets.

Lately, there have been quite a few reports of issues that are difficult, or very expensive, to reproduce. Often, these issues can be made significantly easier or cheaper to reproduce by answers to a few simple questions. When I ask the questions, however, the customer sometimes fails to respond, leaving me to investigate a wider range of possibilities.

From now on, if a support ticket or forum post is replied to with a question and the customer doesn't respond within a week, the issue will be closed without any further investigation. We will continue development as if the issue never existed in the first place. This policy is different from before, when I would still consider whether an issue existed, spend some time seeing what I could figure out, and use the existence of the first ticket as an indicator that a second ticket about the same issue may be more serious.

We're willing to do whatever it takes to resolve issues and help customers. That said, these investigations can be expensive, and we're unable to provide that level of service to customers who aren't willing to work with us. I look forward to working together with customers who reply to us in the future to make the system even better!