How do I set up esupport like this

[jamesM]

I am still very new to the system could any one with more experence of the product give me some ideas on how to setup the system in the following way

All emails and support requests will come in to a default Que, DONE

All support Staff Can open up this pool of tickets and take the tickets. DONE

A Support Admin Can login and look at the default Que and they can then assign any left over tickets to support staff. Once a ticket is assigned it is no longer seen in the default que/view.

The Support Admin can click or look at any time at the support staff and see how many tickets they have or open or are working on at any time.

The Support Admin can click or look some where and see at any time a list of all open support calls.

If any one can give me some pointers on this it would be great :-)