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When assigned a ticket, you receive an email notification. To access it, double-click on the number next to "My Work" on the dashboard and select the desired ticket. The ticket opens in the status box at the top left. Click "Next" to progress the ticket in the workflow, selecting "Begin Work" to change its status to "In Progress." Confirm any changes by selecting "Yes." Most updates are made in the bottom section through various tabs. You can adjust the size of this section for more space. Add simple notes about customer interactions, such as voicemails, in the "Tech Journals" tab by creating a new journal note and inputting your information in the details.