Pick up and work a ticket

Assign a ticket to yourself, reply to the requester, keep internal notes and move it on.

Who can do this:Help Desk Agent

Watch it done (0:41, music only, no narration). The steps below cover the same ground in writing.

Pick it up

Step 1: In Tickets, choose View → Unassigned and open the ticket.
Step 2: Under Assignment, choose Assign to me. The ticket moves from New to Assigned, and the requester is told who has it.

Step 1: Write in Reply to the requester… and choose Post. The requester is emailed your reply.
Your first reply meets the ticket’s response target.
Step 2: To write something only your team should see, tick Internal note first. Notes are highlighted and never emailed to the requester.

Use Move this ticket on: choose a state and Apply.

State	Use it when
In progress	You are actively working on it.
Pending	You are waiting on somebody else. Choose Waiting for: the customer, a vendor, a change, parts, or a scheduled date. The service level clocks pause.
On hold	Work is paused for another reason. The clocks pause too.
Resolved	It is fixed. See Resolve and close a ticket.
Cancelled	It was raised in error or is no longer needed.

Link the equipment involved with Link an asset under Details, so its history builds up.
The Knowledge card suggests articles that might help. Choose Link to attach one, or Write an article from this ticket once you have solved something new.
A reply from the requester does not take a ticket out of Pending by itself. Move it back to In progress when you pick it up again.