If you have the Supervisor role,  you can directly assign tickets to specific agents for processing.

To do this, select a processor in the dialog that opens. The agents of the group to which the ticket was addressed are available for selection. 

The tickets then change from the status “Open” to “Accepted”.

It will disappear from your incoming list unless you have assigned the ticket to yourself.

If the ticket does not yet have an owner, you become the owner yourself.

In the head of the ticket description, the newly assigned agent will receive a note that you have assigned this ticket: