I like the new automatic assignment which is load balanced very much.
The main thing that annoys me about it is the way the ticket limit works. Generally, I'd want to agree with my team on a certain limit. Let's say that 3 would be the perfect limit.
This is where the problem comes in, because the team works on tickets from three Groups, corresponding to our three sites (one person works on 2 of them). Setting limits of 3 for the load balancing leads to 3 x 3 = 9 tickets assigned to each person, not 3. Another approach, setting a limit of 1, leads to undesired consequences because a "Waiting for 3rd party" ticket might "block" new tickets*. Also, if one group has older tickets than the others, it is strange seeing some tickets just resting in your inbox and never getting to them, whilst tickets from other groups keep coming in.
More problems will occur if you have more groups (b/c of more site, or for analytics reasons), and also if not everyone works on the same number of groups.
Summarising, I think the limit should take all of the Agent's open tickets into account, not the number of tickets just in that group.
* I know, I could turn off the SLA for this status, but that would falsify the data.
