SupportCandy Usergroup

When support requests come from different teams or companies, it can be harder to see which group is responsible for each ticket. SupportCandy Usergroup lets you organize users into groups and assign supervisors to oversee tickets from their group members. This gives businesses and organizations a way to manage requests by team while keeping ticket oversight connected to their existing SupportCandy ticketing system.

Group members can create private tickets or designate tickets for specific user groups. Agents can change the group associated with a ticket when permitted, and ticket lists can display groups and filter tickets by group. You can also add custom fields to each user group for information such as phone numbers, addresses, and websites. These controls suit organizations that need group-level ticket management and records.

Features

• Create user groups: Organize users into groups or companies to categorize them and manage the tickets associated with each group.
• Assign group supervisors: Assign supervisors to user groups so they can oversee tickets filed by members of their group.
• Set member ticket options: Allow group members to create private tickets or designate tickets for specific user groups.
• Change ticket groups: Give agents permission to update the user group associated with a ticket when ticket handling requires a change.
• Add group custom fields: Create fields for each user group to store information such as phone numbers, addresses, and websites.
• Filter tickets by group: Display user groups in the ticket list and filter tickets by group to sort requests by their associated team.

Best for

• Businesses handling requests from multiple teams
• Organizations with group supervisors
• SupportCandy users managing tickets by company