SupportCandy Assign Agent Rules

Description

Conditionally assign agents to new tickets and ensure prompt customer support with Assign Agent Rules by SupportCandy. Simplify your ticket management …

Assigning agents to the new tickets manually is a tedious and time-consuming task. This add-on solves this problem by automatically assigning agents as per pre-defined rules.

How does it work?

  • The administrator sets rules, including the conditions and agents/agentgroups to assign.
  • When a customer creates a ticket, the system matches the conditions of all the available rules.
  • Agents of matched rules will be assigned to the ticket. When multiple rules are matched, agents from all matched rules will be assigned to the ticket.

Assign agentgroups

There are three ways to assign agentgroups automatically, as given below.

Assign agentgroups only
Agentgroups are considered agents; their supervisors can see the ticket when assigned. Supervisors can further assign tickets to one or more group members, including himself.

Assign group and one of its members, including supervisors
This method not only assigns the group but also assigns one of the agents (member) by workload or closest working hours. The members to be considered also include supervisors.

Assign group and one of its members, excluding supervisors
This method not only assigns the group but also assigns one of the agents (member) by workload or closest working hours. The members to be considered exclude supervisors.

Changelog

V 3.0.5 (07/12/2023)

  • Fix: Agent assign not working for usergroup condition

V 3.0.4 (18/05/2023)

  • New: Icon changes

V 3.0.3 (07/04/2023)

  • New: Ticket conditions improvements. Now, you can add multiple AND and OR conditions in custom fields in email notifications, Assign agent rules, SLA, etc.

V 3.0.2 (23/11/2022)

  • Fix: License activation error

V 2.0.4 (17/02/2020)

  • Fix: Bug fixes
  • Translation for Danish added

V 2.0.3 (08/01/2020)

  • Fix: License issue fixed

V 3.0.2 (06/06/2019)

  • Fix: License activation error

V 2.0.2 (06/06/2019)

  • Showing multiple logs after creating a ticket

V 2.0.1 (17/04/2019)

  • Condition improvements. Now you can add conditions for all possible custom fields (text based and options based)

V 2.0.0 (04/04/2019)

  • SupportCandy 2.0.0 compatibility
  • Fix : Not assigning all the agents if more than one rule satisfied

V 1.0.4 (15/11/2018)

  • Tweak : Auto assign first agent that replies to unassigned ticket.
  • Tweak : Translation for Japanese, Portugouse(Portugal), Spanish(Maxico), Spanish(Spain) added.

V 1.0.3 (19/10/2018)

  • Tweak : Performance improvements

V 1.0.2

  • Tweak : Translation for Dutch (Netherlands), Greek (Greece), Italian (Italy) added
  • Fix : Licence issue fixed

V 1.0.1

  • Tweak : Translation for French(France), German(Germany), Turkish(Turkey) added

V 1.0.0

  • Initial Release

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