You can set up departments for various aspects of your business, i.e. support, billing...
Then you would create help topics, which map to those departments.
For instance, you may make two help topics, 'web inquiry' and 'troubleshooting' and map them both to the support department, and then create 'sales inquiry' and map it to the billingn department.
In the admin panel, click on settings and go down to alerts and you can set who receives new ticket/ticket reply alerts, i.e. you can send them to the system admin, the department manager, department members, or any combination thereof.
