Instead of using Balanced or Round Robin, have an option where you can assign a number to each Intercom user based on who should get tickets first.
Whoever is in spot #1 would be first to get new tickets (useful for new hires or if someone isn’t pulling their weight) Then it would go down to #2, #3 etc so that the most experienced person on the team is the last to get tickets.
Reason I ask this is that balanced isn’t really balanced, if someone is in there all the time working and closing tickets, they get more, whereas they should be last in the queue.