User blog comment:Yatalu/What makes good user support/@comment--20150719222810/@comment-4142476-20150814093803

That's a valid point. Sometimes I just don't respond to questions because I don't know the answer — the idea behind that is that if I say "I don't know", the user might just think that no one can help them and they might go away instead of waiting for someone else to check out their problem. That might be combatted by just saying "I don't know, but maybe someone else in this chat does"