EffectIO SupportCandy - Assign Agent Rules 3.1.2

Description:

Assign Agent Rules is an add-on for the SupportCandy help desk plugin that automatically assigns agents to new tickets based on pre-defined rules. It is aimed at administrators who find manually assigning agents to incoming tickets tedious and time consuming, and who want ticket management handled automatically instead.

The administrator sets rules that include conditions and the agents or agentgroups to assign. When a customer creates a ticket, the system matches the conditions of all available rules, and the agents of matched rules are assigned to the ticket. If multiple rules match, agents from all matched rules are assigned.

Agentgroups can be assigned automatically in three ways. The first assigns the agentgroup only, where supervisors of the group can see the ticket and then assign it to one or more group members, including themselves. The second assigns the group plus one of its members, including supervisors, chosen by workload or closest working hours. The third assigns the group plus one of its members, excluding supervisors, also chosen by workload or closest working hours.

The vendor’s own page for SupportCandy – Assign Agent Rules has the full details.

Main Features of SupportCandy – Assign Agent Rules:

• Conditionally assign agents to new tickets automatically using set rules
• Administrator defines rules with conditions and the agents or agentgroups to assign
• When multiple rules match, agents from all matched rules are assigned to the ticket
• Assign agentgroups only, where supervisors can see the ticket and assign it to group members
• Assign a group plus one member by workload or closest working hours, including supervisors
• Assign a group plus one member by workload or closest working hours, excluding supervisors

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The 3.1.2 version stays on this update channel for the subscription year.