Let routing take the request to the right desk

An unowned ticket is a stalled ticket. Routing exists so the first useful action is assignment, not a hunt.

Teams can send work by specialty, by who has room, or by a fair rotation. Direct tickets get one owner. Staged work moves through ordered handoffs when a specialist has to pick up after the first desk.

The assignment service is the only place a ticket changes owner. That keeps counts honest, keeps a cross-organization id from leaking, and keeps a missing actor from turning into silent system authority.

When a team uses skill-based routing, fit can rank people who are already eligible. Eligibility itself stays a capacity rule. Advice never opens a seat that the desk did not already have.