Who picks it up — 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. Name the people who take new work; everything else is the two rules above, in that order.