---
title: "Tickets and feedback"
description: "Take in what people report, turn it into work somebody owns, and close the loop with the person who reported it."
url: "https://support.outpostplatform.com/guides/tickets/"
product: "depot"
type: "how-to"
status: "stub"
ai_summary: "Guide to tickets and feedback in Outpost. Covers where a request arrives from, including the Tray application on a managed endpoint, triaging it into a ticket with an owner and a status, replying to the person who raised it, and closing with a satisfaction response."
source: "https://gitlab.com/outpostplatform/docs/-/edit/main/src/content/docs/guides/tickets.md"
license: "CC BY 4.0"
---

# Tickets and feedback

Somebody using a managed machine presses a button in Tray, and somebody on your
side has to see it, own it and answer it. This guide covers that path: where
requests arrive, how they become tickets, and how the person who raised one
finds out what happened. It is for support staff and whoever runs the queue.

<!-- TODO: write this page against the how-to template.

Sections:

- Before you begin: the ticket permissions and a queue somebody watches.
- Where requests come from: Tray, the console, and the support form.
- Triage: assigning an owner, a status and a priority.
- Replying, and what the person who raised the ticket sees.
- Linking a ticket to an endpoint, an alert or an incident.
- Closing a ticket, and asking for a satisfaction response.
- Reading the queue: what is ageing, and what is unowned.
- If something goes wrong: a request nobody saw, a reply that did not reach
  the reporter, and duplicates from one person reporting twice.
-->

Follow the [how-to template](https://gitlab.com/outpostplatform/docs/-/blob/main/templates/how-to.md).