This is less of a feature request and more notification of missing basic functionality
User incidents are assigned by default either to their sites' technical contact, the default category technical contact or assigned via automation rules. What this does not take into consideration is that (in the case of category technical support) these are Tier 2 or 3 supports and tickets should not automatically be assigned to them.
Typically with support incidents, tickets come into a general helpdesk queue or a site tech, who are able to weed out 90% of the requests with simple solutions or attaching one of the solutions already in ServiceDesk (the majority of our tickets still come in via email dropbox so users don't have the benefits of suggested solutions). If they are able to find a solution in the solutions/kb list the issue is done, however when this is not possible or the helpdesk is unable to provide support, the tickets are escalated.
This is somewhat possible if all tickets are not assigned and by default assigned to a helpdesk queue, once the tickets are categorized (which they must be for tracking purposes) they are reassigned to the tech leads of those categories.
A "simple" fix is to have the ability to assign 2 or more levels of support for a category/sub-category with agents able to move it up the list - like all other helpdesk solutions out there.
