SupportCandy Assign Agent Rules Addon

SupportCandy Assign Agent Rules Addon is the definitive solution for automating ticket assignment in WordPress. This official addon for the SupportCandy support system eliminates manual ticket management by allowing you to create conditional rules based on custom fields, categories, priority, status, and other ticket properties. It is designed for support teams that handle a high volume of inquiries and need to ensure that every ticket reaches the right agent without manual intervention.

How it works is simple yet powerful: the administrator defines rules with specific conditions, and when a customer creates a ticket, the system automatically evaluates all available rules and assigns the corresponding agents. For example, you can configure that "pre-sales" inquiries are automatically directed to the sales specialist agent, or that "technical support" tickets are assigned based on each agent's current workload. When multiple rules match, agents from all matching rules are assigned to the ticket, offering total flexibility in workflow management.

Its standout features include multiple agent assignment modes: assign to all agents in a set, assign to a single agent based on the lowest workload, or based on proximity to working hours. It also integrates with the Agentgroups addon, allowing tickets to be assigned to entire groups of agents, with options to include or exclude supervisors in the assignment. Supervisors can view tickets assigned to their group and redistribute them among members as needed.

The addon allows you to create conditions based on any ticket field, such as category, subject, customer, status, and custom fields, with comparison operators like "equals", "matches", "compare as", and "contains word". This enables highly customized workflows that adapt to the specific needs of each business.

With SupportCandy Assign Agent Rules Addon, your support team significantly reduces the time spent on manual ticket sorting, minimizes assignment errors, and improves response times. The result is faster, more accurate, and more consistent customer service, increasing satisfaction for both customers and support agents.