[eridius]

Why do they keep closing the request? It's obviously a problem. The fact that they seem so willfully ignorant makes me rather nervous about relying on droplr for anything.

Edit: Looks like they're fixing the problem after all. It's unfortunate that it took a Hacker News article to bring attention to the problem, but at least they're taking the appropriate steps.

[devmach]

I never used droplr and now i know i will never use it. Support staff was never able to understand how SSL works or what problem is. Yet he choose simply to ignore it.

>The reason why the content itself is not served under https is precisely to avoid the SSL warning.

That annoying warning is the hearth of the secure connection. It surprises me how people choose an easy way and doesn't care about "doing things right"

[dsr_]

In a customer-service system, a ticket should only be closed when the customer has acknowledged that the problem is solved or can't be solved, or it can be aged out to closed after the customer has been non-responsive for a suitable period of time. If your metrics depend on closing tickets rapidly, you are measuring the wrong thing.

I don't know that this is supposed to be a customer-service system, though.

[mitjak]

Its public and customer facing so yes, it should.

[zhoutong]

The default button in Tender (which is the support software they are using) is "Reply and Close". It's easier to do that and I think the support guy got used to it.

[tnycrmb]

The default action on our support system (which we did not develop) is to "Reply and Close".

I believe Tender designed it this way because, at least in our experience, 99% of the time after we reply, we never hear from the OP again. So by always closing the discussion after we answer, it keeps our queue clean and lets us clearly see what discussions are still open awaiting our response.

Anyone can always re-open the discussion if they feel they have more to add. It's not meant in any way to try to discourage discussion. We could just delete it if that's what we had wanted to do. :)

[rurounijones]

As a user there is nothing that drives me to rage more than a company arbitrarily (from my POV) marking a ticket as closed.

Having read your post I can see the merits but if I were a user who does not know about your workflow it would make me very angry.

Why can you just not have the ticket auto-close after your reply and X days have passed, you can change your internal list to only show tickets that are open and last updated to by the customer?

[timaelliott]

I use droplr for quick screen-sharing, pastes, file-transfers, etc. I do not use it for anything sensitive whatsoever.