How does staff representative access support tickets?

I have the support system installed, activated and configured.
When a ticket comes in and I delegate it to a staff member - what is supposed to happen? I would assume that they would get an email notification and then would go to their own dashboard where they should see an open ticket. But that is NOT what is happening.

The support rep isn't getting a notification and doesn't even have a Support menu (only FAQ) even though they have super admin status.

Can you clarify how this is supposed to work? Your usage instructions does not provide info regarding this.