SupportCandy Agentgroup Addon
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About SupportCandy Agentgroup Addon
When a ticket belongs to «someone on the team», it ends up belonging to no one
Assigning each ticket to one specific person works until that person is on holiday, sick or overloaded. Then the request waits for its owner while the customer waits for an answer. SupportCandy Agentgroup Addon solves exactly that: it lets you create groups of agents and assign tickets to them just as you would to an individual agent.
In real estate this shows a lot. Enquiries about a property, a viewing or paperwork arrive at any hour, and what matters is not always who answers but that someone does it on time. A group per area, per type of task or per department stops everything from depending on a single person.
How groups work in SupportCandy Agentgroup Addon
First you create the agent groups and mark some of their members as supervisors. Then a ticket can be assigned to the group like to any other agent. The supervisor sees and manages all the tickets assigned to their group.
In addition, the list of assignable agents can be filtered by group, which is useful when the team grows and finding one person among many becomes slow.
What it offers each type of team
Small agency with few people
If there are three or four of you and everyone can handle any enquiry, a single group with everybody stops a ticket from being tied to someone who is away. It is the simplest setup and it already adds value.
Real estate firm with departments
If you separate rentals, sales, property management or document handling, one group per area sends each enquiry to the team that knows how to solve it, without anyone having to reassign it by hand every time.
Manager who needs visibility
Whoever coordinates the team can be the group supervisor and see everything assigned to it. That way they spot stalled tickets without asking each agent for reports.
If the supervisor reassigns, they lose access
There is a rule worth understanding from the start: if the supervisor assigns a ticket to someone else, they must also keep it assigned to the group. If they don't, they lose access to it. Explain this to the team before you begin, or someone will think the ticket has disappeared.
It does not work on its own either: it is an extension of SupportCandy, so you need the base plugin installed. It does not replace a viewing booking system or manage properties; it only organizes who handles the tickets.
Frequently asked questions
Can I assign a ticket to a group and to a person at the same time?
Assigning to the group works like any other assignment. If the supervisor wants to pass the ticket to someone else and keep seeing it, they must keep it assigned to the group.
Who sees the group's tickets?
The group supervisor sees and manages them.
Does it work without SupportCandy?
No. It is an add-on and needs the main plugin.
Can I filter agents by group?
Yes, agent assignment can be filtered using groups.
A question to settle before distributing tickets
Before creating groups, decide who will be the supervisor of each one. That decision determines who has full visibility and who could lose access by reassigning badly. With that clear, setup is simple and the distribution of work no longer depends on a single person.
Topics
Version history
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3.1.4 Current 1 Nov 2026
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3.1.3 8 Jul 2026
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3.1.2 14 Apr 2026
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Frequently asked questions
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GPL (General Public License) is the license under which WordPress and most premium plugins/themes are distributed. It grants you the right to use, modify and redistribute the software in as many projects as you want, with no domain restrictions.
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Yes. With membership you get automatic updates via our GPLClub Updater plugin (installed on your WP, detects new versions and applies them). With individual purchase, you get one year of manual updates from your account.
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Depends on the plan. Monthly: 3 domains. Semi-annual: 7. Annual and Lifetime: 15. Individual purchase: 1 domain.
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GPLClub offers its own support for installation, configuration and compatibility. For direct support from the original author (feature requests, product-specific bugs), a license purchased from the author is required.
