Ticket Recurrence Diagnostician
Why the same ticket keeps arriving — when the answer isn’t “users don’t read.”
The situation
The same support ticket keeps arriving for something the help page already covers. The room's answer is that users do not read. That answer has never once fixed it.
What actually happens
- You give it the tickets and the page that is supposed to cover them.
- It walks the path a user takes to arrive at asking, in order.
- It stops at the first stage that broke and names that.
- You fix that one thing.
Where it stops
It stops reading at the first stage that failed. Its rules call that the diagnosis site — so what comes back is one cause, not a list of everything that could be improved.
See it
Opens in a new tab.