SupportCandy Usergroup

Support desks that serve many employees or departments often lose track of who a ticket belongs to. SupportCandy Usergroup addresses this by letting you place users into groups or companies. Every request can then be attributed to the right group, and supervisors can oversee all tickets filed by the members of their own group.

The add-on gives you control over how groups behave. Members can be allowed to create private tickets or assign tickets to specific user groups, and agents can change a ticket's group if you permit it. Custom fields for each group store details such as phone numbers, addresses and websites inside your support system. It works as an add-on for SupportCandy, so existing workflows stay in place.

Features

• User group creation: Create and manage groups or companies to categorize your users. This helps with allocating tickets to the right place and tracking who has raised what.
• Supervisor role management: Assign a supervisor to each user group. Supervisors can oversee all tickets filed by members of their group, which keeps accountability clear and coordination simple.
• Member ticket control: Group members can be allowed to create private tickets or assign a ticket to a specific user group, which suits internal support needs.
• Agent usergroup changes: With permission, agents can update the user group assigned to a ticket. This lets ticket handling adapt when a request lands in the wrong group.
• Custom fields for groups: Add custom fields to each user group, such as phone numbers, addresses and websites, so group-specific information lives alongside the tickets themselves.
• Usergroup column in ticket list: User groups appear directly in the ticket list, so you can see at a glance which group each request belongs to.
• Ticket filtering by group: Filter tickets by user group to narrow the list down. This supports day-to-day ticket management and reporting for specific teams or companies.
• Built for SupportCandy: The plugin is an add-on made to work with the SupportCandy system, so it fits into your existing ticketing setup without changing current workflows.

Best for

• Companies where many employees raise support tickets
• Support teams that handle requests for several departments
• SupportCandy users who need supervisors over ticket groups