Could you set up a Distribution Group for HR in your exchange? Have them email in the initial ticket but have a client setup as HR or NewHire or some such. Then when the ticket is created, changed the assigned Client to that Distribution Group Client and give everyone in the department access to it. They will be able to login and have any email notifications.
It might sound annoying to setup but once in place a tech will only have to click 2 buttons to reassign it and no more phone calls to worry about (in theory atleast, we all know how users are )
There is an example task (setup->tickets->task) on WHD online demo for new hire, which creates multiple tickets for different departments (HR, IT, etc.).
Or you can make the Managers "Client Admin" which gives them access to their staff's tickets.