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Because it gives every ticket an owner immediately, including ones the owner cannot solve. It looks tidy on the dashboard and quietly buries specialist work in a generalist's inbox.
The ticket then ages while its owner works around it, and nobody notices because it is technically assigned.
Build queues around skills that genuinely differ — billing, integrations, a language — not around org chart. A queue per team that all do the same work adds routing without adding clarity.
Route on facts: product, entitlement, language, load. Never on sentiment, because an angry message about a trivial problem is still a trivial problem.
As few as the skill differences require.
Yes, on age, to a named person.
Yes, with a priority order.
Half an hour with your own data usually saves reading three of these. The guides will still be here afterwards.