> Should they not produce the findings for someone else to read/validate?

No, they should not. They should not waste others time with output that they themselves do not fully understand. That is not even remotely helpful. The other party can use claude just as easily as they can. Using claude does not add any value in and of itself.

"Hi claude said this thing that I don't really understand please look at it for me" is never useful.

> Should they go back and just open the ticket the old way?

Yes. They should do their damn job while respecting the time of the other people they interact with who have their own different jobs to do.