In order for someone to process support requests, they must first be assigned as a support tech. Before someone can be assigned a support tech, they must first be an administrator. If needed, you can create any needed administrators, through the Other->Manage Administrators menu of the main Admin Control Panel.

Once you have created all needed administrators, you can assign them as support techs through the Setup->Manage Support Techs menu of the Support System. When viewing a support request, the sender of each message is displayed. The Display Name asked in the form, is the name that will be displayed when this tech replies to a support request.

The Administrator field should only be checked if you would like this tech to have access to the Administrator menu of the Support System, allowing them to oversee all support requests flowing through the system. Last, you can check all departments that the tech is a part of. The tech will only see support requests in their assigned departments, and not other departments.

After you have created a support tech, you must go to the Setup->Privilege Settings menu, and assign the needed privileges, allowing the support tech to access the needed menus. If the tech is an administrator, then make sure they have access to both, the Request and Administrator menus, including all actions in both. Otherwise, the tech only needs access to the Requests menu.