The SupportCandy User Group plugin is a handy tool for managing tickets within an organization or across user groups. Here is a breakdown of its functionalities:
Purpose:
- Group Management:
- Allows the creation of user groups or company-based groups to categorize and manage tickets created by members of these groups.
Features:
- Supervisor Control:
- Enables supervisors (administrators or designated individuals) to manage tickets created by members within their assigned groups or companies.
- Group Identification:
- Ensures clear identification of tickets based on the group or company they originate from, especially when multiple organizations or teams interact through the support system.
- Usergroup Setup:
- Provides functionality to set up user groups with designated supervisors and members.
- Ticket Management Permissions:
- Supervisors can oversee and handle tickets created by members within their assigned groups.
- Members, if allowed, can create private tickets or specify the usergroup for which the ticket is intended.
- Agents, if permitted, have the ability to modify the usergroup associated with a ticket.
- Custom Field Integration:
- Allows the creation of custom fields specifically for usergroups. These fields can store additional information such as phone numbers, addresses, websites, etc., relevant to the usergroup.
- Ticket List Filtering:
- Provides functionality to display usergroups within the ticket list, making it easier to identify tickets associated with specific groups.
- Offers a filter mechanism to sort and view tickets based on their respective usergroups.
Usage Workflow:
- Setting Up Usergroups:
- Create usergroups with assigned supervisors and members.
- Ticket Handling:
- Supervisors manage tickets associated with their respective usergroups.
- Members create tickets, specifying usergroups if allowed.
- Agents can adjust the usergroup associated with a ticket, if granted permissions.
- Custom Information:
- Utilize custom fields to store and display additional details about usergroups, aiding in better organization and management.
- Filtering and Display:
- Display usergroups in the ticket list for easy identification.
- Use filtering options to view tickets related to specific usergroups.
This add-on streamlines the support system by providing a structured approach to ticket management within organizations or user-defined groups, enhancing efficiency and organization in handling support queries.
