Tickets can’t be assigned based on the product by default. We’re planning on releasing an addon that will add the feature but no ETA yet.
Regarding the support staff list, did you create additional agents?
Ok, Thanks. That would be great!
No, I have not created additional agents.
Can you tell me where that is done?
You simple create new users from the regular WordPress interface and give them the role Support Agent.
I tried changed the role for several users to “Support Agent” but they still don’t show up in the drop down menu.
I just got this working myself. You need to disable auto-assignment, in order to manually assign a Support Agent. Follow the instructions here:
https://getawesomesupport.com/documentation/awesome-support/how-to-disable-agent-auto-assignment/
Actually, this is due to a bug that’s been reported and will be fixed in the next version. I advise you re-enable auto-assignment and follow the instructions here: https://wordpress.org/support/topic/any-users-can-be-assigned-except-admin?replies=8#post-7006677
