Do I have to create "Automation"

[Yolanda Vega]

I want all my agents to see all tickets...

1. If I want specific client issues to get directly assigned to an agent or agents? 

2. If, I don't configure "Automation" when a customer creates an issue/ticket does it come over to the "unassigned issues" queue? and I will have to assign to the agent?

3.or am I not understanding? 

Please help???

[Bhushan Marathe · Accepted solution]

Hi Yolanda,

1. If you want tickets to directly assign to agent or agents, then you need to have Automation rule set.

2. Even if you do not configure Automation all the tickets will come under Unassigned queue.

Thankyou!

Bhushan