How to handle question open for a month with no resolution?

Hey!

In my personal opinion, you already did what's necessary by pinging the author - this at least makes sure that he has the option to let you know in case the issue still persists.

Depending on the situation, I would do the following:

If the topic contains replies and one of the replies most likely is the correct answer to the question (e.g. if I know that the provided troubleshooting usually solves the issue), then I usually went ahead and marked this reply as the solution.

If the topic contains replies but the author never was active in that topic again, I usually would change the topic type from a question to a regular discussion topic. This way, potentially valuable tips for other users remain visible, but you prevent that these topics pollute your analytics and "unanswered questions" list.

If the question has no responses at all I would either move this question into a related discussion topic, or simply delete it as it has no value for either the author or other users on your community.

Alternitavely (depending on the context) I would also check if the author already contacted support about this:

When I found that an author had solved his question by contacting support I would reply and mention (if relevant) what the solution was. This way other users who might have the same problem can still benefit from that topic.

If the customer was still in discussion with support I would comment as well, mentioning that I saw that the author is in contact with support, and offer assistance with other issues in the future.

So yeah... I would always look at the context and the potential effect on the author and other viewers of this topic, trying my best to ensure that as many people as possible are able to benefit from the information in it. If there is no way that people can benefit from it, I would remove it.

Cheers,

Julian