Everyone reports a containment number. Almost nobody checks whether "contained" means the customer actually got what they needed.
This is a live inbox for Paylark, a made-up earned-wage app. Tickets leak out of holes in the product at the top. They land in buckets. But the buckets leak too: a "contained" answer that didn't land drips back to the top as a repeat. Plug the holes, and tickets fall through into Resolved instead.
The re-contacts stopped. The Resolved bucket filled. The only tickets still coming in are people who just wanted to talk.
Good support cannibalises itself. It reads every leaky "contained" ticket as a product signal, plugs the hole it came from, and shrinks its own volume. What's left isn't failure — it's customers choosing chat as the way they want to bank.