I would like to know when SWSD will have the ability to automatically assign tickets to the individual tech and not just the group. This would streamline the workflow so much better. This would remove some of the anxiety of double work. For example, tech A starts a ticket, but because tech B sees it as unassigned, they start working on the ticket and never read the notes. This can be a major traffic jam when you are making a support request.
Please add this option to a future release.