SupportCandy Agentgroup

Helpdesks often run into trouble when every ticket belongs to a single agent. Work piles up on one person, and nobody else can see what is happening. SupportCandy Agentgroup lets you build teams of agents inside SupportCandy, so related requests go to the group that should handle them and the whole team shares the work.

Each group can have supervisors who see every ticket assigned to that group and can reassign tickets within it. When you assign a ticket, you can filter the list of agents by group membership to find the right person. The plugin works with the SupportCandy plugin on WordPress, which suits businesses that organize support around teams.

Features

• Create agent groups: Organize your support agents into teams so related issues are directed to the right group and tickets are handled in a more coordinated way.
• Group supervisors: Assign supervisors to each group. They can manage, monitor and oversee all tickets assigned to that group, which keeps responsibility clear.
• Assign tickets to groups: Send a ticket directly to an agent group instead of an individual, so the team can collaborate on the request.
• Filter agents by group: Filter the available agents by group membership when assigning a ticket, which helps you reach people with the right expertise or availability.
• Preserved supervisor access: Supervisors keep access to tickets as long as those tickets remain assigned to their group, so oversight and case continuity are not lost.
• Reassignment within groups: Supervisors can reassign tickets inside their groups without losing track of them, which allows flexible day-to-day team management.
• Works with SupportCandy: The plugin is built to run alongside the SupportCandy plugin on WordPress, adding group features to the helpdesk you already use.
• Shared workload: Group-based assignment helps distribute tickets among the agents on a team, so the workload is not left with one person.

Best for

• Support teams already using the SupportCandy helpdesk
• Businesses that organize customer service into agent teams
• Support managers who need supervisors overseeing group tickets