Just wanted to bring up the number one thing that irritates me about this community board (and hence leaves a bad taste in my mouth when thinking of Auth0 and how you do customer support) - closing “inactive” issues randomly. Sometimes not even replying to the user’s request. I have a couple of questions about this:
- Why close at all? Closing a topic prevents users from following up with the OP (maybe they’d ask for extra details so every other googler in the future could also implement the solution or update the solution to depict the current state of things). If you need to internally filter issues/do some sort of clean up, why not use the Solved flag (I’m not sure if Discourse allows you to manually set it for other people’s topics).
- Why close it after your (usually long-overdue) response? Often times I see issues die out since there is no response from your side. I understand that volume piles up over time and it’s hard to keep up with everyone (side note: if volume is a problem, has this been escalated and transformed into hiring more support engineers, etc?). Volume aside, it seems downright rude to ask a user if their issue is still relevant, only to close it 2-4 days later. After all, it took you months (sometimes 6-10!) to respond.
I’ll just link some tickets here as examples:
Auto Login - After Password Reset OR Email Verification - this doesn’t even have a reply from you. it was just flat-out closed