Why do users who are having a bad time never file a ticket?

Most people having a bad time with software don’t file a ticket. They rephrase the question, work around the problem, or just leave, and only a small, self-selected minority bother writing it up. A support queue tells you about the people patient enough to complain, not about everyone the agent frustrated.

That’s the gap the frustration classifier is built to close: it reads the user’s messages as they arrive, instead of waiting for someone to escalate. An agent that keeps misunderstanding a request, loops, or makes someone repeat themselves the same way three times leaves a trace, even when the user never opens a ticket about it.

The tradeoff is real: it only sees what’s in the message. A user who goes quiet and just leaves gives it nothing to flag.

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More on this.

Does Tessary's frustration classifier ever read another call site's messages as context?No. Prior-turn context comes only from earlier turns on the same call site; a turn that only ran a router or a memory pass never counts as one of them.answer →Can I test a self-hosted decision model against Tessary's frustration classifier before switching?Yes: a self-hosted model can run in shadow beside the frustration classifier's live provider on real traffic, scored side by side with nothing customers seeing a change.answer →Can the frustration classifier tell why a user is upset, or just that they are?The classifier only says that a user is unhappy with the assistant. Root cause analysis on the case says why, grouping the frustrated conversations by what the agent did.answer →Everything on tessary frustrationThe definition, and every question answered under tessary frustration.concept →

Two ways to run Tessary.

Tessary is an open-source agent reliability platform. Cloud and self-hosted run the same workflow on the OpenTelemetry traces your agent already emits.

Tessary Cloud

We host it for you. Send your first trace with nothing to deploy and no model key.

what's includedper organization
traces
10,000 per calendar month
stored trace data
1 GB
retention
30 days
model credit
$10, one-time, for triage and root-cause analysis
credit card
not required
start for free

Self-hosted Tessary

Run the open-source code on your own infrastructure with one command. Add your own model key for triage and root-cause analysis.

Self-host Tessary for me by following https://github.com/tessaryai/tessary/blob/main/setup.md

docker compose -f oci://docker.io/tessaryai/tessary:compose up -d -y