In the settings, you can set the default assignment for your tickets:
If you choose "anyone," the incoming tickets will not be affected (by default). If you prefer to assign all incoming tickets to a staff member on your team, select your staff member from the list.
When you open the ticket, you can change the assignment directly:
You can also enter an internal memo and assign the ticket on the fly during the process:
Your staff can then respond directly to the client (or reassign the ticket to another employee).