I'm just finishing up the initial set up of our WHD install.
There are 4 techs and I have all of us in a group that we all see what tickets were submitted and what their status is.
WHD has a ton of flexibility and there are very granular type of settings. I just prefer to start this way until we get used to the interaction and then we can determine how to parse it out and what other specific features we can use. KISS applies to me
I think it varies depending on your support model and what the expectations are within your business or the businesses you support.