You can assign new tickets based on category. Assigning a ticket to a role allows you to delegate the responsibilities of that ticket while maintaining control over its runtime.
SupportGenix Setting > Ticket Assign Rule
Assign to a specific role for a specific category:
For example, if you have a ticket for Customer Support, you can assign this ticket to the Support Manager, If you have a ticket under the billing category, you can assign that to the billing role. Assigning roles will automatically categorize the ticket for a specific purpose.
Assign to a Specific agent.
Besides assigning a role, you can assign a particular category to a specific agent.
You may send notifications to a specific agent based on the ticket category using this functionality.