Assigning agents to new tickets manually is a tedious and time-consuming task. SupportCandy Assign Agent Rules add-on automates this process by assigning agents based on predefined rules.
How does it work?
-The administrator sets rules, specifying the conditions and agents or agent groups to assign.
-When a customer creates a ticket, the system evaluates all available rules against the ticket’s conditions.
-Agents from matched rules are assigned to the ticket. If multiple rules match, agents from all matched rules are assigned.
Assign agent groups
There are three methods to automatically assign agent groups:
1. Assign agent groups only:
- Agent groups are treated as agents. Their supervisors can view the ticket when assigned. Supervisors can further assign tickets to one or more group members, including themselves.
2. Assign group and one of its members (including supervisors):
- This method not only assigns the group but also assigns one of its agents (members) based on workload or closest working hours. Supervisors are also considered members.
3. Assign group and one of its members (excluding supervisors):
- This method assigns the group and one of its agents (members) based on workload or closest working hours, excluding supervisors.
