Description

The Agentgroup add-on creates agent groups in SupportCandy to receive and manage tickets collectively, replicating individual assignment behavior, but at the team level. Designed for those who run support with teams segmented by area (finance, technical, sales), it allows assigning a supervisor responsible for viewing and administering all tickets directed to the group within the panel.

Agentgroup Key Features

  • Creation of agent groups
    Groups multiple SupportCandy agents into named teams for collective ticket assignment.
  • Ticket assignment to the group
    Routes requests to the entire group using the same flow as for individual agents.
  • Group supervisors
    Sets a responsible person who sees and administers all tickets assigned to that team.
  • Group-based assignment filter
    Filters the agent selection on the assignment screen using the registered groups as the criterion.
  • Preserved access to the ticket
    Keeps the agent’s access to the ticket while it remains linked to the designated group.

Agentgroup Benefits

  • Organized distribution by team
    Routes each ticket to the right team without relying on manual assignment by name.
  • Consolidated view for the supervisor
    Centralizes the department queue in a single account with management power over the group’s tickets.
  • Faster triage
    Reduces routing time by filtering eligible agents by the group they belong to.
  • Support scaling by departments
    Tracks operational growth by creating new teams as new support areas emerge.

Who is Agentgroup Intended For?

  • Anyone running support with teams split by specialty (finance, technical, sales) in SupportCandy.
  • Helpdesk teams that need supervisors responsible for a sector queue of tickets.
  • Anyone who wants to route tickets by department instead of assigning an agent manually, one by one.

How to Download Agentgroup

The Agentgroup is available for download here on Ultrapack. After downloading the .zip file, install it in Plugins > Add New > Upload plugin, select the file, and enable it with SupportCandy already installed. The group and supervisor options start appearing in the SupportCandy settings after activation.

By bringing the team concept to ticket routing, Agentgroup adjusts SupportCandy to the reality of support operations with distinct functional areas, where tickets belong to the department before belonging to a specific agent. It’s a useful component for anyone who needs to scale support without losing management control over who answers what.

Frequently asked questions

Is SupportCandy Agentgroup GPL-licensed?

Yes. SupportCandy Agentgroup is distributed under the GPL (GNU General Public License). You may legally use, modify and redistribute it on as many sites as you want.

Can I use SupportCandy Agentgroup on multiple sites?

Yes. You can install SupportCandy Agentgroup on as many sites as you want. Only automatic updates through Ultrapack Auto Updater have a limit: from 3 to 80 sites, depending on the plan.

How much does SupportCandy Agentgroup cost at Ultrapack?

SupportCandy Agentgroup costs US$2.99 as a single purchase, and it is also included in the subscription plans starting at US$12/mo (VIP I).

Does SupportCandy Agentgroup include updates?

Yes. The current version of SupportCandy Agentgroup is 3.1.4, published at Ultrapack on Oct 2, 2026. Subscribers update straight from the WordPress dashboard with UAU (Ultrapack Auto Updater).

Is SupportCandy Agentgroup scanned before publication?

Yes. Every version of SupportCandy Agentgroup goes through a malware scan (ClamAV and YARA rules, at UltraHub) before it is published.