Currently, callbacks are automatically assigned to a specific user rather than being left open for someone to pick up. This is disruptive to our workflow — we'd prefer to choose ourselves when we take a callback, similar to how tickets work today (where they sit available until someone claims them).
Why this matters: Rejecting an assigned callback is time-consuming, and we're trying to work as efficiently as possible. Having callbacks behave like tickets — available for pickup rather than pre-assigned — would remove that friction.
Suggested change: Make callback claiming behave like ticket claiming, i.e. queue-based/self-select rather than auto-assign.