A good support team will try and resolve an open issue as quickly as possible, both to solve the issue for the customer, but also to meet their own KPIs. Most of the time, aligning support engineers to velocity of case resolution drives good behavior, and makes customers happy.
But when the case doesn’t have a totally clear answer, the habit is still to close early and often. If I’m in the customer’s shoes in this situation, the support rep’s eagerness to close out my case comes off as flippant. It feels like they’re passing the buck.
Anyone in a position of managing support tickets should build considerations for these cases where speedy resolution isn’t an option. Ask whether your KPIs are in pursuit of the interests of your customer or your company.