SupportCandy Agentgroup

This is EXACTLY the same product as distributed by the developer. Sales Page

THIS ITEM IS ACTIVATED

Core Functionality

• Team Organization: Create unlimited groups (e.g., “Technical Support,” “Billing,” “Sales”) to categorize your agents.

• Supervisor Roles: You can appoint one or more Supervisors for each group. Supervisors have elevated permissions within that group, such as the ability to see all tickets assigned to the group and delegate them to specific members.

• Ticket Isolation: By default, tickets assigned to an Agentgroup are only visible to the group members once a supervisor assigns the ticket to them. This prevents “inbox noise” for agents who aren’t handling a specific case.

• Flexible Assignment: An individual agent can be a member of multiple groups simultaneously, allowing for cross-departmental coverage.

Automation & Routing

When combined with the Assign Agent Rules add-on, Agentgroups become much more powerful:

• Auto-Assignment: Automatically route tickets to a specific group based on the ticket category, priority, or custom fields.

• Smart Distribution:

  • Assign to the group only (Supervisors then manually distribute).

  • Assign to the group and a specific member based on Workload (who has the fewest open tickets).

  • Assign to the group and a member based on Working Hours (who is currently online/available).

Notifications & Collaboration

• Group Notifications: Set up email templates that trigger specifically for “Agentgroup Members” or “Agentgroup Supervisors.”

• Internal Notes: Agents within a group can use private notes to collaborate on a ticket without the customer seeing the internal discussion.

• Filtering: The ticket list includes filters to quickly view tickets assigned to a specific Agentgroup.

Technical Requirements