How do I change the status of a ticket

When you work on issues, you can move it through its workflow. This depends on the request type your project administrator set up.

Both administrators and agents can transition an issue.

Go to the issue view of the customer request you want to transition.
Select View workflow next to Status to see the issue’s workflow.
Hover over the line connecting your current workflow status and the workflow status to transition to.
Note the transition name and click Close.
Use the Workflow dropdown to choose the transition you want.