You have a written procedure. And after a long list of known/common things the procedure has an escalation clause that routes to an official with agency. You update the procedure as needed to manage the escalation rate.
It seemed pretty standard at B2B tech providers. You have Sr support engineers who are the final line, and can often setup a reproduction in a test environment and file a good bug. Then you just count up the rate of tickets that hit that bug and require a manual fix. At some point itβs time to fix the bug.
This is extremely common