Here's a re-written general process for allocating tickets within Zoho Support 

1. **Existing Tickets:**

   - Check who originally processed the associated invoice or sales order (SO).

   - If a ticket is related to a specific purchase order (PO) or SO, assign it to the person who handled that order.

2. **New Tickets:**

   - Evenly distribute new tickets among team members (e.g., in a 1:1:1 rotation or other fair allocation method).

3. **Open/Unassigned Tickets:**

   - Regularly review and assign any open or unallocated tickets based on workload or expertise. 

Other things to consider...