SupportCandy – Assign Agent Rules is a powerful add-on for the SupportCandy helpdesk plugin that automates ticket assignment using flexible, rule-based logic. Save time, reduce manual routing, and ensure the right agent or team handles every ticket based on conditions you define.
- 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
