Is there a way to automatically assign agents based on their individual emails?

Hi Karina,

Thanks for reaching out,

You could do this by adding each individual's emails as Support addresses on the account - Adding support addresses for users to submit tickets

Once done, you can then set up Triggers to ensure that tickets sent to those email addresses end up assigned to their corresponding assignee with conditions like -

Meet all of the following conditions -

Received at - is - karina@ourcompany.com
Ticket is created

Actions -

Ticket assignee is Karina

Do bear in mind however that if you use this method, the agents will need to use an alternative email address to log in. Agent log in emails can't be support addresses.

I hope this helps!