Recurring issue analysis
Examine issues and disruptions that keep returning, rather than treating each arrival as new.
CX360-One module
Problem Management
Ticketing closes the request in front of you. Problem Management asks why it keeps coming back — and does something about the answer. It is the module that works on the pattern rather than the instance.
Two different jobs
| Ticketing & SLA | Problem Management |
|---|---|
| Governs one request | Governs the pattern across many |
| Ownership, assignment, routing | Grouping of related cases |
| Service targets, SLA, escalation | Root-cause analysis |
| Resolution tracking | Known errors and workarounds |
| Closes when the request is resolved | Closes when the cause stops producing requests |
Both are needed, and neither substitutes for the other. A service desk running only the left-hand column resolves the same issue forty times and calls it forty successes.
What it covers
Grouping of related cases
Bring cases that share a cause together, so the size of a problem is visible instead of spread across a queue.
Root-cause analysis
Work from the symptom back to the cause, and record what was concluded so the reasoning survives the person who did it.
Known errors
Keep a record of causes that are understood but not yet removed, so the next case that matches is recognised rather than re-investigated.
Workarounds
Record what to do in the meantime, so a customer waiting on a fix is not waiting on the fix to be served.
Prevention of recurrence
Act on the cause so the pattern stops, and check afterwards whether the arrivals actually fell.
Root cause before closure
For complaints, root-cause analysis is required before a case can be closed, and closure is gated on a supervisor rather than left to the agent who handled it. The point is not the ceremony — it is that a complaint closed without a stated cause teaches the operation nothing, and the pattern behind it survives untouched.
Which case types carry that requirement, and who holds the closing authority, are configured per deployment.
Related modules
Bring a repeat offender
Book a review session
Pick the issue your desk resolves every week.
The clearest way to judge problem management is against a case your team already knows by heart. Bring one to the review session and we will work it through.