Agentgroups – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Tue, 31 Dec 2024 10:31:45 +0000 en-US hourly 1 https://wordpress.org/?v=7.0 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Agentgroups – SupportCandy https://supportcandy.net 32 32 What is Agentgroup https://supportcandy.net/docs/add-a-new-agentgroup/ Fri, 03 Mar 2023 06:26:52 +0000 https://supportcandy.net/?post_type=docs&p=317220

Support → Support Agents → Agentgroups

Agentgroup is nothing but a group of agents, you can consider it a team. Agentgroup can be formed based on category, department, or any other criteria for differentiation. You can appoint one or more supervisors to the group. Supervisors are the group members with additional capabilities.

Assigning ticket to the agentgroup

Whenever a ticket gets assigned to the agentgroup, supervisors can view the ticket and they have the capability to assign those tickets to the group members. Tickets assigned to the agentgroup can not be visible to the members until supervisors assign those tickets to one of the members. Group members can not see tickets that are assigned to the other members.

Email Notifications

When agentgroup is assigned for any ticket, email notification for the ticket events will be sent to either agentgroup member or agentgroup supervisors. You can add “agentgroup members” or “agentgroup supervisors” to the recipient of the email notifications.

]]> Add a new group https://supportcandy.net/docs/add-a-new-group/ Fri, 29 Jul 2022 10:32:56 +0000 https://supportcandy.net/?post_type=docs&p=286496

Support → Support Agents → Agentgroups

Name

You can give any name to the agentgroup as per your workflow. Generally, agentgroup’s names are defined based on their specialization like category, skills, or departments.

Agents

Here you can list the agents as a group member. You need to include supervisors as group members.

Supervisors

Here you can list the supervisors of the group. Supervisors must be declared as group members. You can list all the group members as supervisors if needed.

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