Assignment rules let you decide whether a ticket is routed automatically or held for an authorised person to assign manually. Use the approach that matches the maturity of each service category.
Employee creates ticketMatch category and locationAuto-route or manual queueEngineer owns the work
When automatic assignment works well
Use it for predictable categories where an engineer or team clearly owns the location and service area.
When manual assignment works well
Use it for complex incidents, shared queues, high-impact work or categories where a lead needs to balance workload before assigning.