Hi there.

I am wanting to setup a system in salesforce for IT support - similar to a helpdesk.

I was going to have 2 options. Intranet based form and also an email address. From looking at Web to Case and Email to Case I am fine with setting it up however with being newish to salesforce I am trying to work out the best way to split up "my" IT support requests with other cases.

I do not really want other users to see my IT workflow apart from my boss maybe and when I create reports. 

Has anyone implemented an IT helpdesk system in salesforce and would be willing to share some hints and tips?

Cheers