A Support Agent Re-Suggests an Already-Failed Fix

Your customer-support agent has long-term memory: a structured profile per account (plan tier, infrastructure topology, a few standing rules) that's loaded on every ticket for that account. On a recurring performance issue, the agent re-suggests a fix the team already tried on this account two months ago — a fix that failed and was rolled back. The engineer handling the ticket is frustrated: "we told it this didn't work last time."

1. Explain precisely why adding more fields to the long-term profile store does not solve this, even in principle.
2. Design the memory layer that does solve it: what's stored, the storage shape, and the retrieval trigger.
3. A teammate suggests: "just always load the last five tickets for this account into every new ticket's context, to be safe." Explain the trade-off in that proposal and what you'd do instead.