No Agent Response

Pattern Description

Customer submits a support request and receives zero agent responses before the ticket is closed. The customer's problem goes entirely unaddressed. This is a confirmed and widespread pattern — 12 tickets so far.

Evidence

• Ticket #4838 — 2 Supermicro systems with dead ethernet ports and intermittent boot failure. Detailed request with serial numbers. 0 replies.
• Ticket #7506 — "Contact" with no context. Junk-adjacent but still 0 replies.
• Ticket #7936 — Security researcher reported vulnerabilities. No response, no routing.
• Ticket #8087 — Email/unsubscribe request. 0 replies.
• Ticket #8303 — Storage server issues. 0 replies.
• Ticket #8923 — Workstation doesn't power on, no software installed (NIH). 0 replies.
• Ticket #9048 — Exchange of workstation request (NIH, same customer as #8923). 0 replies.
• Ticket #9849 — No GUI on 8-GPU server + software issues. 0 replies.
• Ticket #10483 — GPU causes mouse freeze and auto-shutdown after ~4 min. 0 replies.
• Ticket #10820 — New B760 SSF system no display (orange light). 0 replies.
• Ticket #14026 — Follow-up on damaged workstation RMA. 0 replies.
• Ticket #18559 — Sudden system poweroff while GPUs in use. 0 replies.

Impact

• Complete service failure — the customer's hardware problems were never acknowledged
• Customer trust — enterprise customer (Delphi Engineering Group, a returning customer per Ticket #9912) left without any support
• Revenue risk — unresolved hardware issues from a repeat customer threaten the business relationship

Recommendations

1. SLA alerting — tickets with 0 replies should trigger an escalation alert within 4 business hours
2. Assignment verification — check that assigned agents are actively monitoring their queue
3. Auto-escalation — if no reply within 8 business hours, auto-reassign to the next available agent

Referenced by

No incoming references yet.