New tickets will arrive in your Helpdesk module as unassigned. this means that no particular staff member has yet taken responsiblity for the enquiry or issue. To view your unassigned tickets go to Helpdesk > Unassigned Tickets.
Staff members can claim tickets from the unassigned ticket listing by clicking the Claim link next the ticket. Once they have done this their user name will be entered in the Assigned to field on the ticket; this can be manually changed within the ticket.
You can use service levels and categories to highlight high priority tickets and to filter tickets to relevant departments and people who can deal with them.