SupportCandy Assign Agent Rules

Manually assigning incoming tickets can take time and make it harder to direct each request to the right person. SupportCandy Assign Agent Rules uses preset conditions to route tickets automatically to agents or agent groups. Administrators can create and manage rules in the plugin’s admin interface, with assignments shaped around the team’s structure and workflow.

Rules can assign an entire group or a specific member of a group. For group assignments, the plugin can select an agent based on current workload or closest working hours. Administrators can also include or exclude supervisors. When multiple rules apply to a ticket, agents from all matching rules are assigned. The plugin is designed to work with SupportCandy’s support ticket system.

Features

• Conditional ticket assignment: Set rules that automatically assign new support tickets to agents based on conditions configured by an administrator.
• Group or individual routing: Assign tickets to an entire agent group or to an individual member within a group to fit your team structure.
• Workload-based selection: Choose an agent from a group based on current workload or closest working hours when assigning tickets.
• Supervisor assignment options: Choose whether supervisors are included in or excluded from automatic assignments to agent groups.
• Multiple rule matching: When several assignment rules apply to a ticket, agents from all matching rules are assigned to it.
• SupportCandy compatibility: Use the plugin with SupportCandy’s support ticket system to apply automatic agent assignment within that helpdesk setup.
• Admin rule management: Create, edit, and manage ticket assignment rules through the plugin’s admin interface.

Best for

• Support teams handling incoming tickets
• WordPress sites using SupportCandy
• Helpdesks assigning tickets to agent groups