It would be nice if it would be possible to assign a specific user that belongs to a FootPrints 12 team. Currently the product appear to support adding a team and an individual user. But, not both per support. Assigning an individual under a team is useful for Metrics for a team, and cases where an agent may be under multiple teams under different management to help delineate which teams are consuming more tickets.
It would be good if both API and E-mail could support this feature.