Description

The SupportCandy Assign Agent Rules add-on automates the distribution of new SupportCandy tickets by applying conditional rules that route each request to the right agents or groups based on criteria defined in the panel. Built for teams that run a support desk with multiple agents and distinct ticket categories, the add-on eliminates manual triage and also balances workload by choosing group members by workload or by agent schedule.

Key Features of Assign Agent Rules

  • Automatic conditional assignment
    Applies rules with conditions to define the responsible agent or group for each new ticket.
  • Multiple simultaneous rules
    When more than one rule matches, all agents from those rules are assigned to the ticket.
  • Assignment to an agents group
    Routes the ticket to an entire group and allows supervisors to manually reassign it.
  • Workload-based distribution
    Selects a group member based on the current ticket queue of each agent.
  • Agent schedule-based distribution
    Selects the group agent according to the configured shift or availability window.

Benefits of Assign Agent Rules

  • Less manual triage
    Reduces the work of reviewing each new ticket to decide who will handle it.
  • Balanced workload across the team
    Prevents some agents from accumulating tickets while others are idle.
  • Faster first response
    Tickets land directly in the right queue, shortening the time to the first support interaction.
  • Predictable routing
    Each category, product, or priority follows a documented path within the helpdesk.

Who Is Assign Agent Rules Intended For?

  • Anyone running a SupportCandy support center with multiple agents and needs to stop distributing tickets manually.
  • Teams with different categories, products, or priorities that require specialized agents for each type of ticket.
  • Operations that want to balance workload among agents or route tickets according to each agent’s shift.

How to Download Assign Agent Rules

The Assign Agent Rules is available for download here on Ultrapack. After downloading the .zip file, install it in Plugins > Add New > Upload plugin, select the file, and activate it. With SupportCandy already installed, the assignment rule options appear inside the helpdesk settings menu.

In operations that receive dozens or hundreds of tickets per day, manually distributing requests becomes a bottleneck and creates imbalance among agents. This component solves the issue by moving the routing logic into SupportCandy itself, without relying on external workflows or generic automation plugins, and keeps the rules configuration visible to whoever manages the support team.

Frequently asked questions

Is SupportCandy Assign Agent Rules GPL-licensed?

Yes. SupportCandy Assign Agent Rules 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 Assign Agent Rules on multiple sites?

Yes. You can install SupportCandy Assign Agent Rules 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 Assign Agent Rules cost at Ultrapack?

SupportCandy Assign Agent Rules 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 Assign Agent Rules include updates?

Yes. The current version of SupportCandy Assign Agent Rules is 3.1.2, published at Ultrapack on Mar 23, 2026. Subscribers update straight from the WordPress dashboard with UAU (Ultrapack Auto Updater).

Is SupportCandy Assign Agent Rules scanned before publication?

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