The "SupportCandy Assign Agent Rules" add-on simplifies the process of assigning agents to new tickets automatically, based on predefined rules. Here's an overview of how it operates:

Functionality Overview:

• Rule Establishment: Administrators define rules that encompass conditions and the designated agents or agent groups for assignment.
• Ticket Creation: When a customer generates a new ticket, the system evaluates the conditions against all available rules.
• Agent Assignment: Agents specified in the rules matching the conditions get assigned to the ticket. If multiple rules apply, agents from all matching rules are assigned.

Automated Agentgroup Assignments:

There are three methods for automatically assigning agent groups:

1. Assign Agentgroups Only:
   • Agentgroups function as agents. Their supervisors can access and manage tickets when assigned.
   • Supervisors possess the authority to assign tickets to group members, including themselves.
2. Assign Group and Member (Including Supervisors):
   • This method assigns both the group and one of its agents (member) based on workload or closest working hours.
   • It includes supervisors among the members considered for assignment.
3. Assign Group and Member (Excluding Supervisors):
   • Similar to the previous method, it assigns the group and a member based on workload or closest working hours.
   • However, in this case, supervisors are excluded from the list of members considered for assignment.

This add-on streamlines the process of automatically assigning agents or agent groups to newly created tickets, reducing manual effort and ensuring tickets are allocated based on predefined conditions and criteria.