Helpdesk setup - view all taken jobs in our queue

Sorry to do this folks, but this week has been real busy with students
back. We are way behind schedule/ To deal with the load I have needed to
bring forward the live date of RT. We are now using it, (It’s great!)
with real basic set-up. But need to quickly enable a few features. We
currently allow the clients to email requests in.

We need all the itadmin team to be able to see each other’s jobs in the
queue and to be able to have the option of easily taking over or set
another persons job. Currently these itadmn people are the only people
with login accounts. I hope to enable ldap auth later.

Can someone suggest the steps and permissions? Sorry I have not had time
to do my normal reading; sleep at the moment is a luxury.