When a huge number of requests come streaming into one line, it is easy to miss unassigned tickets, hard to manage workload, and nearly impossible to keep track of everything. The good news is that you do not have to worry about it anymore. Usedesk chooses the agent with the lowest workload*, and assigns a client's request to him. All you need is to set up a simple rule with a new type of action.
Adjust the relevant settings, and select "Assign to any agent" under the actions.
A rule can assign tickets by selecting an agent within a group: