Hello all.
I am having an issue with the rule section.
I've implemented a rule to automatically direct tickets related to a particular model category and specific location to the assigned agent. Unfortunately, it seems like it not doing that. Instead of routing these tickets to the designated agent, they're being sent to another agent assigned to the same location. There's an additional rule in place where tickets originating from the same specific location are directed to an agent. Not sure if this is causing the confusion.
