> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.6mm.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.6mm.com/_mcp/server.

# Tickets and Feedback

> Tickets and Feedback — 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.

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.

1. **Identify the record** — Choose an agent ticket, user ticket or feedback.
2. **Investigate and assign** — Read the description and confirm who handles it.
3. **Update the outcome** — Record progress and verify the saved status.

## Choose the correct record

Open **Ticket Management** and select the appropriate tab.

| Record        | Purpose                                                  |
| ------------- | -------------------------------------------------------- |
| Agent ticket  | Work created and maintained by the support team          |
| User ticket   | A question submitted by a visitor for follow-up          |
| User feedback | A suggestion or issue submitted through a feedback entry |

## 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.

| Detail                          | How it helps                                                                                     |
| ------------------------------- | ------------------------------------------------------------------------------------------------ |
| Ticket number                   | Locate the exact record when handing work to another agent.                                      |
| Description and related session | Understand what happened and what has already been discussed.                                    |
| Assignee or handler             | Identify the person responsible for the next action.                                             |
| Priority on agent tickets       | Separate urgency from the workflow status; a high-priority ticket is not automatically resolved. |
| Created and resolved times      | Review the timeline using the selected date basis.                                               |

### Example: an issue needs technical investigation

1. Open the original record and collect the time, affected page and reproducible steps from the information provided.
2. Review the linked conversation where available. Avoid asking the visitor to repeat information already recorded.
3. Assign an appropriate handler and update the status as work progresses. Keep internal notes factual.
4. 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.

## Continue with

#### [Return to the conversation](/customer-support/workbench)

Review the live consultation before following up.

#### [Verify a change](/customer-support/logs)

Find the operator, target and execution details.