Hi all,
We have an environment where we need to setup something like this:

All new tickets need to be assigned to a generic user (Ticket Pool)
Tickets are then assigned (manually) by any tech/manager/supervisor to an appropriate available technician.
We need the escalation process not to move tickets around (we have a small team, escalation doesn't achieve anything for us)
I assume this is a 'layer 1, layer 2 ' approach?
Do I need to create a custom workflow that doesn't involve escalation?

Ideas/thoughts appreciated.