We want to be able to add and remove techs from multiple filters so we can create different combinations of tickets to be served up to a tech in NT.

Additionally, we need a basic bucket of unassigned tickets that NT can pull from, along with a separate filter for tickets already assigned to the currently signed-in tech. Right now, it's impossible to do this within a single filter without techs receiving tickets assigned to others.

The reason we want the tech’s current tickets to appear in NT alongside unassigned tickets is so we can prioritize based on points. If a tech hasn’t followed up on a ticket assigned to them for weeks, I want that ticket to be prioritized over a brand new one that just came in.

This feature would also allow us to add and remove filters for techs, effectively grouping and ungrouping them as needed. For example, if we have five categories of tickets (A, B, C, D, E), a tech may typically need only A, B, and C. However, if someone handling E calls out, I want the ability to add E to that tech’s filters for the day without creating a new, one-off filter combination.

Currently, we can apply multiple filters to each tech, but they don’t work together. Instead, they process in a round-robin manner, so each time I hit NT, it only checks one filter at a time. For example, NT checks filter A and says “No tickets available,” then checks filter B next time and finds a ticket worth 100 points—even if filter C has a 3000-point ticket waiting.

Ideally, we want all filters to be combined and evaluated to determine the true next ticket, rather than cycling through filters. I don’t see a use case where round-robin would be helpful.