We want to assign directly to a user. This user will only be a medium to assign the tickets. We do not want them to be an agent. The rules only have assign to agent and will not allow us to add a user instead. With the updated ability to assign tickets to users it would be nice to also have the ability in the rules.
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Haven’t tried this myself… but could you create a one person team & use the Assign to Team option?
1) You can assign the ticket to anyone in a team
2) Those team members can inherit their permissions via team assignment instead of assigning permissions to individual users.
Plus you have a few choices as to how to assign the team (see screenshot). If you want the user to own the ticket initially, you can choose either Assign Round Robin or Most Available in either case, they would always get them because they are the only one in the team.
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