Work a Five Whys analysis on a repeat-contact defect
Build a Five Whys chain that reaches a changeable support-process cause.
Password-reset tickets are reopening because the second verification step is often missed. Move from event to condition to system cause until you reach something upstream the team can redesign. Stopping at “the agent forgot” treats a repeating pattern like an isolated lapse. Before The defect is framed as an agent mistake. After The root cause is framed as an outdated macro with no explicit maintenance owner. Why 1 Why did the ticket reopen? Because the customer failed identity verification on the second check. This is still close to the visible event. Why 2 Why was the second check missed? Because…
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