When you select groups to assign a ticket to, it shows you who are in that group. You should be able to do the other way around. If you know what agent to send a ticket to but need to send to a particular team, but you are not sure which one and only know the agents name - you should be able to select Agent at the top of the ticket list assign to window and then have the arrow to expand out what groups that Agent is in. Occasionally, we get tickets from Requesters, asking to send a ticket to a particular person. Normal practise for us is to send it to the group and that group assigns it to the agent. This is to prevent tickets from being assigned to agents that are away or working in a different role or capacity. Therefore, having the ability to do the same as you do with groups (see below), would be beneficial to help determine the right group to assign a ticket to.
