IVO PEREIRA TROMM

We understand that this suggestion is extremely important for many auto assignment scenarios. The intention would be to allow the creation of filters / rules that perform automatic assignment based on the maximum number of tickets by agents, for example. 

We understand that this suggestion is extremely valid. In addition, it would be important to be able to define what these statuses would look like for customers by defining the behavior and label presented internally to agents and externally to customers in the help desk.