“My open tickets” is your main go-to place if you’re a HelpDesk Agent. It this section you will find tickets that are assigned to you and require your attention.
When you send your answer, the ticket will be automatically marked as “Pending”.
You can also change the assignee. If you change the Assignee, the ticket will no longer be in your “My open tickets” inbox. However, you’ll still be able to see the ticket—you can find it in the “All tickets” section.