Comment by onion2k
11 hours ago
An non-issue raised as an issue can never be closed, because the person who reported it will just open another one saying "Why did you close my issue without fixing it?" If that user is also raising valid, useful issues then you don't want to just ban them. Consequently your issues list will become unmanageable.
Reporting valid issues does not grant you the right to abuse the issue tracker.
I'm not saying it does. I'm saying that banning a user who is making a mistake in one area means you lose the value they provide in another (which might be valid issues, but equally it might be 90% of your revenue or something), so it's not always an obvious decision to just wield the ban hammer every time. Moving discussion of issues before they're created to a separate place helps keep the issue tracker focused on issues that are likely to be addressed.
An additional benefit of that is that a user whose discussion leads to a real issue being created will feel like they're genuinely being listened to. That creates a good customer experience, which is good for your brand's reputation. It's a positive experience. Closing non-issues in the tracker is a negative experience.