Make sure you have your login/password to log into OST at https://qticket.cns.utexas.edu/scp/login.php
This is what OST looks like. Note two main header tabs–Tickets (where the individual rows are tickets themselves), and Knowledgebase (where stock language in canned responses can be edited and made).
For tickets, identify which ones are 'open', yours 'my tickets', or to report a new issue (usually received by email–which can be forwarded to questhelp@austin.utexas.edu ) or phone can be logged.
Drilling down into an individual ticket looks like this:
Notice you can add collaborators to get more folks involved (useful if a student is saying my teacher says this, or for team taught classes to make sure everyone's on the same page), select a canned response for stock language to common questions (and as new common questions surface make new canned responses on the KnowledgeBase level), and the ticket status (pending customer, works in progress, and resolved are the most used).
To share information that the client does not necessarily need to know, post an internal note (which has a yellowish banner):
Relevant information to include in 'post internal note' are any helpful notes (trac tickets for issues in process of getting resolved, relevant info like UT eid, assignment/module session number, etc)
(Notice replies to the client are in a blue banner, while internal notes are in a yellow banner.)