Hi Nikhil,
Thank you for your reply.
The problem is that I make a rule to assign automatically, new tickets from KITCHEN category to me@mydomain.com .
I will explain >
Symptom:
Every new ticket in the KITCHEN category, been forwarded to me@mydomain.com agent.
even if agent1@mydomain.com adds a new ticket from his agent account.
Steps:
1. AGENT1 logged to his tickets control panel.
2. press the +ADD TICKET button.
3. fill in the details of the ticket ( there is no option to choose an agent, at this point, and it’s better to have because sometimes you need to open a ticket to another agent )
4. press SAVE ( to create the new ticket )
5. the AGENT1 doesn’t see his new ticket, because the ticket is assigned to me@mydomain.com.
Result:
In order to solve this issue, I need to delete the me@tikair.co.il auto-assign rule..