Customer support, at a company that is not obsessed with customer support and satisfaction, is typically "check the box". They have to provide some sort of support. It is seen as a cost center rather than as a face of the company. "number of unfixed issues" isn't relevant if you perceive customer support as perfunctory.

As a result, for many companies obsessed with KPIs, the only KPI for customer support is "price". In that lens, they are optimizing.

Obviously this situation is awful for customers.