Add more explicit info about closing tickets to support WF
One of our customers (see details in the internal thread https://gitlab.slack.com/archives/C4Y5DRKLK/p1531994683000346) would like to keep tickets open if a ticket is associated with some open issue. In most of the cases, nothing can be done on the support side besides periodically pinging the development team, so it does not make sense to keep tickets open.
Our support workflow does not contain any explicit statements how we act in case if open issue exists, though there are a couple of mentionings:
https://about.gitlab.com/handbook/support/onboarding/#create-issues
It would be nice to add more clarity about that to the workflow.