SupportCandy Agentgroup

When a support team handles tickets only as individual assignments, it can be harder to coordinate work across agents. SupportCandy Agentgroup lets you create and manage groups of agents, then assign tickets directly to a group. This gives teams a way to handle support requests together within the SupportCandy helpdesk, with group membership helping determine which agents are available for assignment.

Each group can have supervisors who oversee its assigned tickets. Supervisors can reassign tickets within their groups and retain access to tickets while they remain assigned to the group, supporting continuity as work moves between agents. The plugin fits businesses that organize customer support by team and want group-level oversight alongside ticket assignment in SupportCandy.

Features

• Create agent groups: Organize support agents into groups to coordinate ticket handling among team members and direct related requests to the appropriate group.
• Assign group supervisors: Designate supervisors for each group so they can manage and monitor the tickets assigned to that group.
• Assign tickets to groups: Assign a support ticket to an agent group instead of an individual agent, so the team can manage the request together.
• Filter agents by group: Filter available agents according to group membership when assigning tickets, making it easier to select agents from a particular team.
• Maintain supervisor access: Supervisors keep access to tickets for as long as those tickets remain assigned to their group.
• Reassign within groups: Supervisors can reassign tickets within their groups while retaining oversight of the group's ticket work.

Best for

• Businesses with team-based customer support
• SupportCandy helpdesk teams
• Support supervisors managing group tickets