We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.

When all available agents reach their ticket cap when you have automatic assignment turned on, new incoming tickets will be queued in the unassigned bucket. 

Please check the cap in Admin > Team > Groups > click on edit next to the one you would want to check this for and see the number listed in maximum tickets per agent under "Load Balanced ticket assignment."

These will be assigned when any one of the agent's ticket count falls below the capped level.