Questions about the Help Desk Module

I have many questions about this module:
1. Is One Identity making updates to this module? I see that the questions on the Forum about this module are old.
2. Is there any more complete documentation about the module other than the "OneIM_HelpDeskModule_UserGuide"?
3. Does anyone know how to associate a ticket for a specific product with a specific support agent or team and thus separate the queues?

Thanks in advance.
Rodney Ferretti