How can submitted tickets come in as 'New'?

Hi J.D.,

The inbound email case creation functionality distributes cases based on the method defined for the respective mailbox. The users it distributes the cases to are based off the team(s) associated with the mailbox. 

The best way to achieve your desired result is to:

1. Create a Group User under Admin > Users > Create Group User
2. Create a team under Admin > Teams > Create Team
3. Associate the group user to the team. Do not associate any additional users to this team.
4. Associate the team to the desired inbound email accounts that will create cases. Do not associate any additional teams to the inbound email account.

At this point, any emails that come in through the appropriate mailboxes will be assigned to the group user and associated team. This gives you a constant value to key additional logic off of for further routing. Using SugarBPM, you then would create a process that triggers on new records where the case assigned user's last name equals the name you gave your group user. You also need to incorporate a business rule into the definition to handle evaluating the account manager and updating the case's assigned user and team. Lastly, you can also incorporate timers into the definition to have cases reassign to a team-based queue after X hours have passed with no activity. 

When getting into case routing logic such as this, you have a wealth of opportunity to tailor the processes to your needs with SugarBPM and Sugar Logic. If you are not familiar with these features, I represent Upsert, a Sugar Authorized Partner; your specific request touches on two of our primary areas of expertise: Customer Service use cases and automation. We would be happy to speak with you further on how we can help guide you towards exceeding your customers' expectations.