When your group is assigned a ticket, you should assign the ticket to yourself and update the status before working on it. That way, others in your group will know it is being worked on and who is responsible. In order to do that, open the ticket and then click on Actions, Take Service Request, pictured below.
When you begin to work on a ticket, update the status to “In Process” in order show that the ticket is actively being worked on. Changing the status is also in the Actions menu. First, click on Update.
Then set your new status:
Finally, be sure to close your tickets once they are complete. The Closed option is also under the Status dropdown.