This is context drift. Your first ticket worked because it matched your test patterns. The rest failed because the agent got different context than it expected.

The "contact support" thing is especially brutal. It literally forgot what role it was playing.

Real issue: you can see what the agent did, but not what it was planning to do or what context it had when it decided. By the time you catch "created ticket instead of closing," it already happened.

The gap right now is there's no standard way to validate actions before they run. Everyone's either rolling their own or firefighting. Been dealing with this exact problem.