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 own words in every trace 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.