Why support tickets beat event names for early risk

Event names are a dialect the product taught itself. “onboarding_step_4_complete” can mean a person finished a tutorial or a person mashed the only button that dismissed a modal.

Tickets are messy and they contain verbs. “Couldn’t share the list with my sister” will not appear as an event until someone decides to log shares. By then, several sisters have already left.

We still use the cohort table. We just refuse to let an event name outrank a repeated ticket verb when the two disagree. That disagreement is often the whole diagnostic.

If legal cannot share tickets, say so in the brief. We can work from cancel copy and a watched session, with a thinner memo, rather than pretend the event dictionary is the leaving.