Ignore Routing Rules For An Admin-Created Ticket

 
Author
Message
SysAider
18
 
Right now we have a routing set up similar to this:

When a ticket is created using a template called "Microsoft Office Ticket" it is routed based off of the categories Incident > Microsoft Office to Admin A.

We want all user tickets to be created like this. However, we are a small team of four so if a user calls any of us then we should be able to create a ticket and work on it ourselves instead. However because of the routing rules, it gets changed from the admin who created it and assigned it to themselves and is reassigned to Admin A.

Is there any way I can set this up to ignore the routing rules for admin-created tickets? Like in the routing rules only apply if the status is set to new, then admins can just set the status straight to Open or Pending while they are working on it?