Quick answer: Always tell the reporter the outcome and the reason, fixed, duplicate, by-design, or not-planned, and what it means for them. A closed report with no notification feels identical to being ignored, no matter how legitimate the close.
Closing a bug report is a communication act, not just a database state change. From the player's side, a report that silently flips to "closed" is indistinguishable from one you never read. Whether you fixed it, merged it, or decided not to act, the reporter deserves to know the outcome and why. Done well, even a "we are not fixing this" close can leave a player satisfied.
Every Close Needs a Reason the Player Sees
There are really only a handful of close reasons: fixed, duplicate of a tracked issue, working as intended, or not planned. Each one means something different to the reporter, and each deserves a one-line explanation. "Closed" with no reason is the support equivalent of hanging up the phone.
The reason matters because it tells the player what to expect next. "Fixed in 1.2" means update your game. "Duplicate of an issue we are actively fixing" means it is being handled. "Working as intended" means here is why. Without the reason, every close feels like a dismissal.
Notify the Reporter Automatically
The mechanical problem is remembering to tell the reporter when you close something during a busy triage session. The solution is a system that notifies the linked reporter on resolution. Bugnet keeps the reporter attached to the issue, so closing it can send them the outcome without you composing a separate message, and they can see the final status on their tracking page.
This matters most for the "fixed" case. The player who reported a bug and then gets told it shipped is the player who reports again next time. The one who is left to wonder assumes their effort was pointless.
Closing a 'Not Planned' Report Gracefully
Declining to fix something is legitimate, you cannot do everything, but how you say it determines whether the player accepts it. Be honest and respectful: "This is a real issue, but it affects a small number of players and we have to focus elsewhere for now. We have logged it in case that changes." That treats the player as an adult.
Avoid closing as "wont fix" with no note, which reads as contempt. Even a no is fine when it comes with a reason and a hint that the decision could be revisited. Keep the report in your system rather than deleting it, so if more reports arrive you can reopen it with the original context intact.
A close is a conversation, not a state change. Tell the player how it ends.