Decision Walk: The Support Spike
Apply a causal decision path to a new support-volume problem.
Now you try Password reset tickets nearly triple after an SSO release. The obvious staffing answer may be necessary today but insufficient for tomorrow. Fresh application Ticket volume = failed self-serve path Break down the user path, ask why each self-serve guard failed, and test the cause that best predicts the ticket pattern. Lower tickets without permanent staffing bloat Capacity fixes help queues; cause fixes reduce arrivals. 01 Path 02 Pattern 03 Correction Step 1 A ticket exists only after access fails and self-serve recovery does not solve it. What should Ben map first? Step 2
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