SupportCandy - Agentgroups

Agentgroups is a SupportCandy extension that enables the creation and management of support agent teams. This add-on allows administrators to organize support staff into distinct groups and assign tickets to specific teams, streamlining ticket distribution and management workflows.

Key Features

• Agent Group Creation - Create multiple support teams or agent groups to organize staff by department, skill set, or function
• Ticket Assignment to Teams - Assign incoming support tickets directly to specific agent groups rather than individual agents
• Team-Based Ticket Management - Manage ticket distribution at the team level for more efficient workflow organization
• Support Team Organization - Organize support staff into logical groupings for better resource allocation
• Simplified Ticket Routing - Route tickets to appropriate teams based on predefined group assignments
• Multi-Team Support - Support multiple concurrent agent groups within a single SupportCandy installation
• Integration with SupportCandy - Works as a native extension within the SupportCandy support ticket system

Best For

This extension is ideal for support teams with multiple departments or specialized groups that need to organize ticket handling by team rather than individual assignment. It works well for organizations with separate support teams handling different product lines, customer segments, or support tiers, allowing administrators to streamline ticket distribution and ensure tickets reach the appropriate team for faster resolution.