SupportCandy Agentgroup Addon GPL v3.0.6

SupportCandy Agentgroup Addon GPL Overview

The SupportCandy Agentgroup Addon allows you to create and manage groups of agents in your support system, providing an efficient way to assign tickets to a group rather than to individual agents. This addon is ideal for businesses that need to distribute workload among teams of agents, ensuring that any available agent in the group can pick up and resolve tickets.

Key Features of the Agentgroup Addon

1. Create and Manage Agent Groups

• Allows you to create groups of agents, making it easier to manage multiple agents within the same team.
• Each agent in the group can manage and work on tickets assigned to the group.

2. Assign Tickets to Agent Groups

• Instead of assigning a ticket to a specific agent, you can assign it to a group, and any available agent within that group can pick up the ticket.
• This provides flexibility and ensures that tickets are handled promptly, regardless of which agent is available.

3. Email Notifications for Group Assignments

• When a ticket is assigned to an agent group, an email notification is sent to all agents within the group.
• The email is addressed to the “Assigned Agent,” notifying all group members about the new ticket assignment.

4. Efficient Ticket Management

• Helps streamline ticket assignment by distributing work among multiple agents within a group.
• Ensures faster response times as any available agent in the group can take action on the ticket, reducing wait times.

5. Improved Collaboration

• Facilitates collaboration among agents within the same group, ensuring that tickets are managed effectively without bottlenecks.

Benefits of the Agentgroup Addon

• Workload Distribution: Allows you to efficiently distribute tickets among a team of agents, preventing overloading of individual agents.
• Flexibility in Ticket Assignment: Assign tickets to a group rather than an individual, allowing any available agent to handle the ticket.
• Faster Response Times: With multiple agents available to handle tickets, response and resolution times are significantly improved.
• Enhanced Collaboration: Promotes teamwork within agent groups, helping agents work together to resolve tickets more efficiently.
• Instant Notifications: All agents in the group are notified via email when a ticket is assigned, ensuring no one misses an important ticket.

Conclusion

The SupportCandy Agentgroup Addon is a powerful tool for businesses that need to manage tickets across teams of agents. By enabling group ticket assignments and providing email notifications to all group members, this addon improves collaboration, speeds up response times, and ensures a more efficient ticket management process. This addon is perfect for businesses looking to streamline their support system and improve the productivity of their support teams.