Sometimes a support ticket is actually a process defect wearing a different name.

The observation

Ticket taxonomies describe what was asked, not why it had to be asked. That makes recurring process defects invisible: they arrive under a dozen different labels and are resolved individually, forever.

Why it happens

Categories are designed for routing and reporting, both of which care about the symptom.

Resolution closes the record, and a closed record rarely prompts a question about origin.

What it may be costing

• The same defect resolved hundreds of times instead of once.
• Improvement backlogs built from symptom frequency rather than cause.
• A knowledge base documenting workarounds for problems that could be removed.

What I would look at

1. 01Sample fifty recent tickets and tag each with the upstream cause, not the category.
2. 02Rank the causes by volume and name an owner for the top three.
3. 03Track whether volume falls after each cause is addressed.