Streaming Tickets into Departments or Labels?

[JMc]

I've just signed up to esupport and i'm trying to set it all up. I 'm a little confused about how to organise tickets under client headings. maybe i'm not thinking about it right... basically this is what i want to do.

all ticket comes in under the dept 'general'

i'd like to then organise these tickets so i can filter the ticket list per client. I'm really not sure how this is done... if it can be.

is there a way to automatically assign a label to a particular user/group? that would work.. or does it have to be done manually?

thanks in advance for any help!