Who picks it up

New tickets stop waiting for a volunteer. Name the people who take new work and the queue assigns each unclaimed ticket as it arrives — the customer's usual person where one can be established, otherwise whoever has the fewest recent tickets. It writes the same owner field the Inbox reads, so Mine, notifications and the audit trail all just work. Preference first, then load Two rules, in order. If the same customer has written before and their previous ticket's owner is on the roster, they get their usual person. That person is recognised by the address the message came from, so it works even when the ticket table has no customer relation at all. Otherwise the ticket goes to whoever has had the least work lately, measured over a window you choose, with ties broken stably rather than randomly. Only unclaimed tickets Routing fires when a ticket arrives with nobody in the owner field, and never again. It will not overwrite a person's assignment, an import's, or its own earlier choice. Assignment here is an offer of convenience, not an argument. Reassigning stays a human act: the Inbox, the record, or a saved reply with Also assign to. People removed from the workspace drop out of the roster on their own; nobody has to remember to edit it. Tips • Roster everyone who genuinely takes new tickets. A person on the roster who is never free shows up as their queue quietly growing: the balancer counts tickets, not hours. Good to know • Routing needs the queue's owner field — the same People field the Inbox uses for Mine. If the Inbox has not adopted one, set that up first. Who can do what • Admins configure routing; assignments themselves are visible to everyone, in the owner field and the record's history.