I do agree completely on "failed promise" and this is actually why I think the bug vs feature is flawed. I think "failed promise" is a great ticket type though

I do agree completely on "failed promise" and this is actually why I think the bug vs feature is flawed. I think "failed promise" is a great ticket type though ;) There are obvious cases where I have nothing against what you say. But to use the analogies, "I thought the food would take differently and I don't like this one" is the more common type and it's the one that's murky to resolve. The point here is that regardless of the reason, you want to tend to "customer is not happy" case.