Agentgroups – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Wed, 19 Aug 2026 10:40:13 +0000 en-US hourly 1 https://wordpress.org/?v=7.1.2 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
Overview

An Agentgroup is a group of Support Agents that can be organized as a team based on categories, departments, or other criteria. You can assign one or more Supervisors to an Agentgroup. Supervisors are group members with additional capabilities.

Where to Find

Go to Support → Support Agents → Agentgroups.

Agentgroup listing
How It Works

Agentgroups help organize Support Agents and control how Tickets assigned to the group are handled.
When a Ticket is assigned to an Agentgroup:

  • Supervisors can view the Ticket.
  • Supervisors can assign the Ticket to one of the group members.
  • Group members cannot view Tickets assigned to the Agentgroup until a Supervisor assigns the Ticket to them.
  • Group members cannot view Tickets assigned to other group members.
Assigning ticket to the agentgroup

When a Ticket is assigned to an Agentgroup, the group Supervisors can view the Ticket and assign it to an Agentgroup member.
Tickets assigned to the Agentgroup are not visible to regular group members until a Supervisor assigns them to a specific member. Once assigned, the Ticket is visible to that member, while other group members cannot view it.

Email Notifications

When an Agentgroup is assigned to a Ticket, you can configure email notifications to be sent to agentgroup members or agentgroup supervisors.
These recipients can be selected when configuring email notifications for Ticket events.

Agentgroup members and groups in email notification template
Example

You can create an Agentgroup for a specific department, such as a Technical Support team. Supervisors can receive Tickets assigned to the group and distribute them to the appropriate group members.

Notes / Tips
  • An Agentgroup can contain one or more Support Agents.
  • One or more group members can be appointed as Supervisors.
  • Supervisors have additional capabilities within the Agentgroup.
  • Group members can only view Tickets assigned directly to them.
]]> 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
Overview

The Add a new group setting allows you to create an Agentgroup and define its members and Supervisors. Agentgroups can be organized based on specialization, skills, categories, departments, or other support requirements.

Where to Find

Go to Support → Support Agents → Agentgroups.

Agentgroup listing
How It Works

When creating an Agentgroup, you can define:

  • The Name of the Agentgroup.
  • The Agents who belong to the group.
  • The Supervisors responsible for managing Tickets assigned to the group.

Supervisors must also be included as group members under Agents.

Step-by-Step Guide
  • Go to Support → Support Agents → Agentgroups.
  • Click Add New.
  • Enter the Agentgroup Name.
  • Select the required Agents.
  • Select the required Supervisors from the group members.
  • Submit the to save Agentgroup.
Add new agentgroup
Options / Settings

Name
Enter a name for the Agentgroup based on your support workflow. Agentgroup names can represent a category, department, skill, specialization, or other team classification.
Example: Technical Support, Sales, Billing, or Customer Success.

Agents
Select the Support Agents who will be members of the Agentgroup.
Supervisors must also be included as members of the Agentgroup.

Supervisors
Select the members who will act as Supervisors for the Agentgroup.
Supervisors must already be included in Agents. You can select all group members as Supervisors if required.

Example

For a technical support team, you can create an Agentgroup named Technical Support, add the required technical Support Agents under Agents, and select one or more experienced members as Supervisors.

Notes / Tips
  • Supervisors must also be selected as Agents.
  • You can assign multiple Agents to an Agentgroup.
  • You can select multiple Supervisors for the same Agentgroup.
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