You should not work on the Tickets application directly as it´s made by someone else. If you make changes to it, these will be lost if you ever choose to install an update for it.
To safely work "on top of" other people´s applications, you can follow our documentation here:
https://rei3.de/en/docs/builder#building-on-applications
To answer your question: The easiest way to direct to different forms is to have multiple menu entries and assign them differently for different roles. Meaning you´d have multiple "Agent dashboard" menu entries with different target forms and then only show the correct one per role. There are other ways, but this is the easiest.
