Customer Support backoffice needs documentation

Hello,

I'm trying to understand how the feature to call customer is working in the customer support perspective of the backoffice. Is there any documentation? I don't find it there : https://help.hybris.com/6.7.0/hcd/9165075aeb274c2891433e10bf6d707f.html

Also there is a severe bug with latest hyris version (6.7) when I create a ticket and then go the order tab, in the session context there is no ticket referenced even if it exists. It's really annoying because an employee can't know that a ticket already exists on an order when using the backoffice...