HelpMaster supports a flexible job assignment process.  Jobs can either be assigned either to an individual, or to the "Unassigned" queue for a given skillgroup.

Think of jobs that are assigned to a skillgroups' "Unassigned" queue become like a "Bucket of jobs", a pool perhaps?  Anyone that belongs to that skilgroup has the ability to pick a job, and re-assign it to themself and take ownership of it.

One of the dangers of a "Bucket of jobs" is that people can pick the easy ones, and leave the hard ones for someone else.  To assist with this, you may consider using a Priority Manager profile to automatically re-assign jobs to staff that have been sitting in the "unassigned" queue too long.

What if a client responds to/updates a job while it's sitting in an unassigned job queue?  How will the business know?  

Ensure that you configure both the Email Manager and the Web Interface to send an email to the "Assigned to staff" member.  In the case of an unassigned job, the email will be forwarded to the SkillGroup supervisor.

How do you use the unassigned skillgroup queue?