WordPress plugin · SupportCandy family
SupportCandy Assign Agent Rules
Assign agents to new tickets automatically using rules, conditions, workload and agentgroups.
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About This Plugin
This add-on for SupportCandy assigns agents to new tickets automatically, so nobody assigns them by hand. The administrator sets rules, each with conditions and the agents or agentgroups to assign.
When a customer creates a ticket, the add-on checks the conditions of all rules. Agents from every matched rule are assigned to the ticket.
For agentgroups, choose one of three methods: assign the group only, assign the group and one of its members including supervisors, or assign the group and one member excluding supervisors. Members are picked by workload or closest working hours.