It’s not rocket science. It’s standard ITIL (Information Technology Infrastructure Library) Practices…
NB: I am ITIL trained and certified
The step that SmartThings Support is missing, is circled in red:
(i.e., Customer Receives the Solution and is given the opportunity to Confirm the Solution before the Ticket is Closed).
So SmartThings tech support is using a process that encourages marking problem reports (“tickets”) as Solved prematurely, in order to “keep clutter out of the system”. That would be fine, if and only if there were a working process that picks up the resulting dropped balls:
The customary practical practice that every successful platform vendor that I have worked with, in regards to issue reports that cannot be resolved immediately, is for it to be transferred to the Bug/Issue Tracking System. That system is updated as bugs are confirmed, fixed, and added to releases. When the release is deployed all of the Customers that reported the problem are notified and have the opportunity to confirm if the solution is satisfactory or not.