Usergroups – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Tue, 31 Dec 2024 11:16:03 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Usergroups – SupportCandy https://supportcandy.net 32 32 What is Usergroup https://supportcandy.net/docs/what-is-usergroup/ Fri, 03 Mar 2023 09:37:09 +0000 https://supportcandy.net/?post_type=docs&p=317253

Support → Settings → Usergroups

You may have customers who are part of the same organization or company and wants to group them. This add-on helps you to group users according to their organization or company. Also, you can appoint one or more supervisors for the group. The supervisor is a group member who has additional permission to view all the tickets created by group members.

How does it work?
  • Supervisors can view all the tickets created by group members
  • A user can be part of more than one group, similarly, supervisors can be part of more than one group
  • You can create one supervisor or can appoint all the members as supervisors depending on your requirement.
  • Users can not view the tickets assigned to the other members but supervisors can.
Email Notifications

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

Usergroup Widget

You can enable the usergroup widget on the ticket page from Support → Settings → Ticket Widgets →Usergroup. Here you can enable/disable this widget for support agents and customers. Those who have access to this widget can change the usergroup, and view all the members of the group.

]]> General settings https://supportcandy.net/docs/general-settings-14/ Fri, 29 Jul 2022 10:23:36 +0000 https://supportcandy.net/?post_type=docs&p=286482

Support → Settings → Usergroup →General

Auto-assign usergroups for new tickets 

If enabled, it will automatically assign the ticket to the usergroup to which the ticket creator belongs. 

If disabled, it will give the option to users to choose usergroup while creating the ticket. To use this option, you need to add a custom field “usergroup” to the ticket form. Also, you need to enable the option “Allow customers to modify usergroups of ticket”.

Allow customers to modify usergroups of tickets

If enabled, users can choose usergroups while creating the ticket if you added the custom field “usergroup” to the ticket form. Also, this option gives the capability to the customers to change or remove the usergroup from the individual ticket page.

If disabled, users can not choose the usergroup while creating the ticket or from the individual ticket page. A ticket gets auto-assigned to the usergroup if you enabled the option “Auto-assign usergroups for new tickets”.

Auto-fill usergroups in the ticket form

If enabled, the custom field “usergroup” will get auto-filled while creating the ticket.

Allow user to change category in ticket form

If enabled, users can change the category while creating the ticket.

If disabled, users are bound to create tickets under the category which is selected while creating the usergroup. If a user belongs to multiple usergroup and he selected multiple usergroup while creating the ticket then the category of the first usergroup will be assigned to the ticket.

Allow supervisor to close ticket

If enabled, supervisors can close the ticket created by other group members.

If disabled, supervisors can view/reply to the ticket but can not close it.

]]> Add a new usergroup https://supportcandy.net/docs/add-a-new-usergroup/ Fri, 29 Jul 2022 10:24:04 +0000 https://supportcandy.net/?post_type=docs&p=286484

Support → Settings → Usergroups →Usergroups

Members

You can add any customers to the group. Unlimited group members can be added to the group. Group members can not view tickets created by

Supervisors

You can appoint any member as a supervisor. Supervisors must be part of the member list. You can appoint all the members as supervisors if you wish. Supervisors can view tickets created by group members. Supervisors must be declared as group members. You can list all the group members as supervisors if needed.

Category

You can preselect the category for new tickets created by group members.

]]> Usergroup Field https://supportcandy.net/docs/add-usergroup-fields/ Fri, 29 Jul 2022 10:24:33 +0000 https://supportcandy.net/?post_type=docs&p=286486

Support → Custom Fields → Usergroup Fields

As the name suggests, usergroup fields are fields related to the usergroup itself, you can add custom fields to it. For example, if you have an organization as a usegroup then you can create custom fields like location, employee count, revenue, and many more.

 It will be available in the Usergroup Fields widget in an individual ticket visible to the users depending upon the visibility of this widget for agents and customers.

Create a new Usergroup field

Support → Custom Fields → Usergroup Fields → Add New

  • Label – Rename the field.
  • Load after – Change the order.
  • Field Type – Select the type of the field
  • Extra info – Extra information about the field for the new ticket form.
  • Character limit – Set the number of maximum allowed characters.
  • Placeholder – Set the placeholder text.
  • Date Range – Select the date range as future, past, all, or between.
  • Date format – Set the date format (e.g. “Y-m-d H:i:s”). You can follow this link for reference to the format options. It will use the default date format set in general settings if not provided.
Populate usergroup fields

Once you create a usergroup field, it will be available to populate while creating the usergroup at Support → Settings → Usergroup → Usergroup →Add New.

Usergroup Fields in the usergroup widget

Once you create a usergroup and populate the usergroup field, it can be visible on the individual ticket page in the usergroup widget.

]]>