Glad to see they finally posted it, although they confirmed with me via a manager's response yesterday that it was going up on the status page. But it really should have went up days ago - to avoid the unnecessary back-and-forth communication of customers/partners with Avast Support just to find out it was a known issue. Let's see if they keep the status page up-to-date with updates on this bug...
What you are talking about is a big topic, in my opinion, and does occur from time to time! I can see this especially with Avast support situations... But would but relevant yet for all other software vendors...
There is no mechanism in Avast support team that will prevent such situations. In my opinion this would be ideal for some kind of AI: It would scan support cases/mails with similar topics and reports those to the head of support team (if such exists?!?!?). The team than can go into detail and decide if AI is right.
Otherwise real people would need to do this...
In addition to this: We have often Hub mails with false positive detections. The same goes for this: The AI would scan outgoing Hub Mails with the relevant detections and create an alert if the amount of detections is above average...
Avast, customers and partners would only benifit from this...
