Tired of assigning a agent every time you create a website ticket? This is a solution to assign work order information to work orders. You can set up rules (conditions) to match when creating a new ticket, and if it matches, assign the agent to the ticket.
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The extension works on a Condition → Action logic. When a ticket is created, the system evaluates it against your active rules and assigns agents accordingly.
Condition-Based Filtering: You can set rules based on any ticket property, including:
Ticket Category (e.g., Technical vs. Billing).
Priority (Urgent, Medium, Low).
Custom Fields (Text, Dropdown, Checkbox values).
Customer Identity (Specific email domains or user roles).
Logical Operators: Supports conditions like Equal to, Matches, Has word, and Compare as.
Beyond simple routing, the plugin handles workload balancing through several “algorithms”:
| Method | How it Works |
| Minimum Workload | Assigns the ticket to the agent with the fewest open tickets. |
| Closest Working Hours | Assigns based on who is currently “on the clock” or nearest to starting their shift. |
| Round-Robin | Distributes tickets evenly in a rotating sequence among a set group of agents. |
| Skill-Based | Routes tickets to agents with specific expertise matched via categories or tags. |
If you also use the AgentGroups add-on, the Assign Agent Rules extension gains extra depth:
Assign Group Only: The ticket goes to a team bucket; supervisors then manually delegate.
Assign Group + Member (Including Supervisors): Assigns to the group and picks one member (via workload/hours logic), including managers.
Assign Group + Member (Excluding Supervisors): Same as above, but protects managers from being assigned individual tickets.
Core Plugin: Requires the base SupportCandy (Free or Pro) plugin installed.
WordPress Version: Typically requires WP 4.0 or higher.
PHP Version: Compatible with PHP 7.4 through 8.2+.
License: Usually sold as an individual add-on or part of the “Full Bundle” on the official site.
