SupportCandy Assign Agent Rules

Assigning every incoming ticket by hand takes time and invites mistakes, especially when a team is busy. SupportCandy Assign Agent Rules removes that step. You define rules with preset conditions, and the plugin routes each new ticket to the agent or agent group those rules point to. Agents can be assigned individually or as part of a group.

The plugin gives you control over how groups are handled. It can pick one member of a group based on current workload or the closest working hours, or assign the whole group. Supervisors can be included or left out. When several rules match a ticket, agents from all of them are assigned. It works as an add-on to your existing SupportCandy helpdesk.

Features

• Conditional agent assignment: Create rules with your own conditions so new tickets are assigned to the right support agents automatically, which cuts down the manual work of sorting incoming requests.
• Individual or group assignment: Send a ticket to an entire agent group or to a single member, so ticket handling matches the way your support team is organized.
• Workload-based selection: Let the plugin choose an agent from a group by current workload or by the closest working hours, which keeps tasks spread across the team.
• Supervisor inclusion options: Decide whether supervisors are included or excluded when tickets are assigned to groups, giving administrators control over escalation and oversight.
• Multi-rule matching: When more than one assignment rule applies to a ticket, agents from every matching rule are assigned to it, so each relevant person is covered.
• Admin rule management: Create, edit and manage assignment rules from an admin interface, so changing how tickets are routed does not require rebuilding your setup.
• Supervisor ticket visibility: Supervisors of assigned groups can see tickets right away and reassign them when needed, which supports teamwork and accountability.
• Built for SupportCandy: The plugin works with the SupportCandy ticket system, adding automatic assignment to the helpdesk you already run on WordPress.

Best for

• Support teams handling a steady flow of tickets
• Helpdesks organized into agent groups with supervisors
• WordPress sites already running SupportCandy