---
title: Updating and Closing a Service Desk Ticket
description: "How the service desk team assigns a ticket, adds comments and closes it. Applies to: users who can edit Service Desk tickets. Module: Service Desk. ## Assigning the Ticket and Changing its Status 1. Open the ticket and select **Edit…"
url: "https://support.symbiant.co.uk/kb/updating-a-service-desk-ticket/"
updated: "2026-10-30"
category: Service Desk Basics
---

# Updating and Closing a Service Desk Ticket

How the service desk team assigns a ticket, adds comments and closes it.

Applies to: users who can edit Service Desk tickets. Module: Service Desk.

## Assigning the Ticket and Changing its Status

1. Open the ticket and select **Edit Ticket**.
2. Choose who it is **Assigned To**.
3. Change the **Status**, for example to **Open** while you work on it or **Closed** when it is resolved.
4. Check the **Owners** and **Divisions** (both required).
5. Click **Save**.

![The Edit Ticket tab with the Status field and Save highlighted](https://support.symbiant.co.uk/wp-content/uploads/2026/10/updating-a-service-desk-ticket-01-status.png)

**Note:** If the person you need is not listed under Assigned To, the field is limited to users with a particular role. Ask your administrator.

## Adding a Comment

1. Select the **Comments** tab and click **Add Comments**.
2. Enter the comment **Details**. The comment type, Added By and Date Added fill in automatically.
3. Click **Save**.

![Adding a comment on the Comments tab](https://support.symbiant.co.uk/wp-content/uploads/2026/10/updating-a-service-desk-ticket-02-comment.png)

## Related Articles

- [Service Desk Overview](https://support.symbiant.co.uk/kb/service-desk-overview/)
- [Raising a Service Desk Ticket](https://support.symbiant.co.uk/kb/raising-a-service-desk-ticket/)
- [Editing a Record](https://support.symbiant.co.uk/kb/editing-a-record/)