The post SupportCandy – Agentgroups appeared first on PluginsForWP.
]]>- Create unlimited agent groups for departments, tiers, or specialties
- Auto-assign tickets to groups based on category, form, or rules
- Manual assignment to groups from the ticket sidebar
- Restrict ticket visibility by group for secure access control
- Group-based notifications and mentions to reach the right team
- Prioritize queues by group to balance workloads
- Use groups in automation: triggers, conditions, and actions
- Filter and sort tickets by agent group in list views
- SLA and escalation workflows powered by group ownership
- Reports by group performance and resolution metrics
- Combine with roles and capabilities for granular permissions
- Supports multi-brand or multi-department setups
- Works seamlessly with SupportCandy custom fields and statuses
- Compatible with email piping and reply workflows
- Lightweight, translation-ready, and easy to configure
The post SupportCandy – Agentgroups appeared first on PluginsForWP.
]]>The post SupportCandy – Assign Agent Rules appeared first on PluginsForWP.
]]>- Automatic ticket assignment using custom rules
- Assign to specific agents, roles, or departments
- Condition builder with AND/OR logic
- Match by subject, message, tags, status, or custom fields
- Route by customer, company, or user roles
- Round-robin and load-balanced distribution
- Priority-based routing for VIP or urgent tickets
- Time-based rules for business hours and shifts
- Escalation rules when SLAs or time limits are hit
- Fallback assignment when no rule matches
- Rule ordering and stop-processing controls
- Instant assignment on ticket creation and updates
- Logs and audit trail for rule actions
- Works seamlessly with SupportCandy core features
- Lightweight, fast, and easy to configure
The post SupportCandy – Assign Agent Rules appeared first on PluginsForWP.
]]>The post SupportCandy – SLA appeared first on PluginsForWP.
]]>- Define multiple SLAs with custom response and resolution targets
- Set SLA rules by ticket priority, category, product, or custom fields
- Flexible business hours and holidays to calculate realistic deadlines
- Timezone-aware timers for global support teams
- Automated SLA breach alerts via email and notifications
- Trigger actions on breach: escalate, reassign, change priority, or add notes
- Real-time countdown timers on ticket views for agents
- Pause timers on customer wait or specific ticket statuses
- SLA reports and analytics to track compliance and trends
- Agent performance metrics tied to SLA outcomes
- Color-coded indicators for at-risk and breached tickets
- Granular permissions to control who can view and manage SLAs
- Bulk update tools to apply SLAs to existing tickets
- Works seamlessly with SupportCandy workflows and automation
- Lightweight, fast, and compatible with popular WordPress setups
The post SupportCandy – SLA appeared first on PluginsForWP.
]]>The post SupportCandy – Private Credentials appeared first on PluginsForWP.
]]>- Securely share private credentials within SupportCandy tickets
- End-to-end encryption of stored credentials
- Role-based visibility for agents and customers
- One-click reveal with permission checks and logging
- Separate, private credential tab on tickets
- Customizable credential fields (URL, username, password, notes, SSH, etc.)
- Masking and copy-to-clipboard options for passwords
- Granular access control per department, role, or agent
- Audit trail of views, edits, and deletions
- Time-limited access and auto-expiry options
- Email notifications exclude sensitive data by design
- Supports multiple credential sets per ticket
- Works with SupportCandy workflows and automations
- Compatible with GDPR and data privacy best practices
- Lightweight, fast, and easy to configure
The post SupportCandy – Private Credentials appeared first on PluginsForWP.
]]>The post SupportCandy – Reports appeared first on PluginsForWP.
]]>- Ready-made dashboards for ticket volume, status, and trends
- Custom report builder with filters, sorting, and grouping
- Real-time metrics on open, pending, and closed tickets
- Agent performance reports by response and resolution
- SLA compliance tracking with breach insights
- Customer and company-level analytics
- Category, priority, and channel breakdowns
- Date range presets and comparative period analysis
- Export to CSV for Excel/BI tools
- Visual charts: line, bar, pie for quick insights
- Drill-down from charts to ticket lists
- Saved reports and reusable filter presets
- Role-based access to reports and data
- Lightweight, fast, and compatible with SupportCandy core
- Works with WordPress cache and standard hosting setups
The post SupportCandy – Reports appeared first on PluginsForWP.
]]>The post SupportCandy – Email Piping appeared first on PluginsForWP.
]]>- Automatic email-to-ticket conversion (email piping)
- Two-way syncing: email replies become ticket replies
- Supports multiple mailboxes/departments
- IMAP/POP3 and SMTP compatibility
- Smart sender/recipient mapping to customers and agents
- Subject and thread detection to prevent duplicate tickets
- Attachment handling for inbound and outbound emails
- HTML/plain-text email parsing with clean formatting
- Auto-assign tickets by mailbox, department, or rules
- Built-in error handling and bounce detection
- Spam filtering and whitelist/blacklist controls
- Custom email templates and reply formatting
- Cron/scheduled fetching for reliable syncing
- Logging and debugging for easy troubleshooting
- Fully integrated with SupportCandy workflows and add-ons
The post SupportCandy – Email Piping appeared first on PluginsForWP.
]]>The post SupportCandy – WooCommerce appeared first on PluginsForWP.
]]>- Seamless integration between WooCommerce orders and SupportCandy tickets
- Create support tickets directly from order details
- Auto-attach order and customer data to tickets for instant context
- View past orders and purchases inside the ticket sidebar
- Order status, items, totals, and notes visible to agents
- Customers can submit tickets from My Account > Orders
- One-click “Create Ticket” button on order pages
- Auto-assign tickets based on products, categories, or order status
- Custom fields for order ID, product, and license keys
- Smart ticket routing and SLAs for faster resolutions
- Email notifications with order references and deep links
- Restrict ticket visibility by user, role, or purchase history
- Private notes and internal collaboration for support teams
- Compatible with refunds, replacements, and RMA workflows
- Lightweight, secure, and works with most WooCommerce themes
The post SupportCandy – WooCommerce appeared first on PluginsForWP.
]]>The post SupportCandy – Schedule Tickets appeared first on PluginsForWP.
]]>- Create recurring tickets on daily, weekly, monthly, or custom intervals
- Set start dates, end dates, or run indefinitely
- Auto-assign tickets to specific agents or teams
- Define ticket subject, description, and custom fields
- Apply ticket priorities and statuses on creation
- Attach departments, categories, and tags automatically
- Use placeholders to personalize subject and content
- Time zone aware scheduling for accurate triggers
- Skip weekends or select specific weekdays
- Prevent duplicates with smart conflict checks
- View and manage all schedules in a single dashboard
- Pause, resume, or delete schedules anytime
- Works seamlessly with SupportCandy SLAs and workflows
- Compatible with email notifications and automation rules
- Lightweight, reliable, and easy to configure
The post SupportCandy – Schedule Tickets appeared first on PluginsForWP.
]]>The post SupportCandy – Gravity Forms Integration appeared first on PluginsForWP.
]]>- Create SupportCandy tickets from Gravity Forms automatically
- Map form fields to ticket fields (subject, description, priority, status, etc.)
- Assign tickets to specific agents or teams based on form inputs
- Route by conditions using Gravity Forms feeds and conditional logic
- Capture attachments from forms and store them in the ticket
- Set custom ticket properties, tags, and categories on submit
- Link tickets to existing customers or create new users seamlessly
- Support for multiple forms and multiple feed configurations
- Trigger SupportCandy workflows, automations, and email notifications
- Add hidden fields to pass context (page, product, order ID)
- GDPR-friendly: respects Gravity Forms and SupportCandy data policies
- Works with Gravity Forms spam protection and honeypot
- Developer-friendly hooks and filters for advanced customization
- Lightweight, fast, and compatible with popular themes and plugins
- Easy setup with clear field-mapping UI and step-by-step feed builder
The post SupportCandy – Gravity Forms Integration appeared first on PluginsForWP.
]]>The post SupportCandy – Automatic close tickets appeared first on PluginsForWP.
]]>- Automatically closes tickets after a set period of inactivity
- Configurable inactivity duration per status or globally
- One or multiple reminder emails before auto-close
- Customizable reminder and closure email templates
- Exclude selected ticket statuses from auto-close
- Skip auto-close for tickets with assigned agents or tags
- Works with SupportCandy custom statuses and workflows
- Close reason and final note added automatically
- Option to reopen on customer reply after closure
- Granular rules by department, category, or priority
- Timezone-aware scheduling for accurate timing
- Opt-in/opt-out controls per ticket or customer
- Detailed logs of reminders and auto-close actions
- Lightweight, performance-friendly automation
- Compatible with major caching and SMTP plugins
The post SupportCandy – Automatic close tickets appeared first on PluginsForWP.
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