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Hi I have hesk version 2.8.5 installed in that 2 users assigned with same category (IT Support) but only one user is getting the ticket and other not.

Some times its going to admin user not to both.I have check auto assign and resassigning of category please help..

Hesk will assign the ticket to the user with the least amount of open tickets assigned to him/her.

So if one user has many more open tickets assigned, new ones will go to the other person.