I have project
Awith MIT license and published in github (a.e. public)
I have private project
Binside a company and we publish binary sources only.
For solving issues in private project
B clients use company support team with tickets in Jira and so on.
However for Git project
A clients open issues in Github.
My boss told me to redirect all github users to company customer support system so it looks like:
Opened bug in Github: Bob: "I have problem to install your software" Me: "please contact out customer support..."
It looks bizarre to me, I think if project is public (like React,Mixpanel and so on), all issues and discussions should be written inside github project -> 'Issues' section. And to stay tuned, Customer support can copy all discussion and open ticket in internal bug tracking like Jira.
Who is right and why?
What is good practice in this case?