Tickets and Feedback
6MM AI Customer Support · Tenant guide
Use tickets to follow work that cannot be completed in one conversation. Keep the record type, responsible person and current progress clear so the next agent can continue.
- Identify the record — Choose an agent ticket, user ticket or feedback.
- Investigate and assign — Read the description and confirm who handles it.
- Update the outcome — Record progress and verify the saved status.
Choose the correct record
Open Ticket Management and select the appropriate tab.
Handle a case
Read the description, contact details, related conversation and attachments available on the record. Assign it to the appropriate handler and update the status as work progresses. Use the supported editing controls for agent tickets; user tickets and feedback have their own available actions.
Updating a status does not itself prove the visitor received an email or chat reply. Send a response through an available communication channel when required, and verify the result. Keep personal information within the authorized tenant workflow.
Use MCP for triage
Ask the connected AI to list unresolved cases, group them by issue and prepare a suggested response. Review assignments and status changes before applying them to real cases. Agent-ticket creation and user-ticket submission are different workflows; a tool for one does not imply it supports the other. Deleting a ticket through MCP requires confirmation.
Use status and priority deliberately
Agent tickets support pending, processing, resolved and closed states. User tickets and feedback expose their own status controls; do not assume every tab has exactly the same actions.
Example: an issue needs technical investigation
- Open the original record and collect the time, affected page and reproducible steps from the information provided.
- Review the linked conversation where available. Avoid asking the visitor to repeat information already recorded.
- Assign an appropriate handler and update the status as work progresses. Keep internal notes factual.
- When the issue is verified, update the result and contact the visitor through an available channel. Check the saved record before leaving the page.
Common questions
Does resolving a ticket automatically notify the visitor?
Changing status does not by itself prove that an email or chat message was sent. Verify the communication channel and delivery result separately.
Why can I not find the ticket?
Check the record tab, date basis, date range, status and assignee filters. Clear unnecessary filters before searching again.