Plugin
Updated
Assign Agent Rules
Assign Agent Rules is a WordPress plugin by Support Candy that adds rule-based agent assignment to the SupportCandy helpdesk. You set conditions, and new tickets are routed to the right agent or agent group automatically, so nobody has to hand out tickets one by one.
- Version
- 3.1.2
- Released
- Mar 23, 2026
- Developer
- SupportCandy
- Type
- WordPress plugin
- Requires
- SupportCandy
- Licence
- GPL
- Included in
- Every plan, or $3.99 a year on its own
What’s new in Assign Agent Rules 3.1.2
Version 3.1.2 · Mar 23, 2026
Latest
- FixedAddons not updating when Home URL and Site URL are different.
What it does
On a busy helpdesk, someone usually has to read each new ticket and decide who should take it. That manual step slows down first responses and can leave tickets sitting unassigned. This add-on for SupportCandy replaces that step with rules. You define the conditions a ticket must match, then choose which agents or agent groups receive it. When a new ticket arrives, matching rules apply and the assignment happens on its own.
Rules can target a whole agent group or pick a single member from a group, chosen by current workload or by the closest working hours. You can include or exclude supervisors from group assignments. If several rules match one ticket, agents from all of them are assigned. Supervisors of assigned groups can see those tickets right away and reassign them when needed. Rules are created, edited and managed from an admin screen, and the plugin requires SupportCandy.
Best for
- Support teams running the SupportCandy helpdesk on WordPress
- Helpdesks with multiple agent groups or shifts
- Administrators tired of assigning tickets by hand
Features
Conditional agent assignment
Create custom rules with conditions, and new tickets that match them are assigned to the chosen support agents without anyone stepping in manually.
Group or individual assignments
Send a ticket to an entire agent group or to a single member of a group, depending on how your support team is organized.
Workload-based agent selection
When assigning one member from a group, the plugin can pick the agent with the current lightest workload or the one with the closest working hours.
Supervisor inclusion options
Decide whether supervisors are included or left out when tickets are assigned to a group, giving administrators control over oversight and escalation.
Multi-rule matching
If more than one assignment rule applies to a ticket, agents from every matching rule are added to that ticket.
Immediate supervisor visibility
Supervisors of assigned groups can view tickets as soon as they are assigned and reassign them to other agents when needed.
Rule management screen
An admin interface lets you create, edit and manage your assignment rules in one place inside your SupportCandy setup.
Assign Agent Rules older versions
- 3.1.1Jan 281 fix
- 3.1.0Oct 9, 20251 fix
- 3.0.9Oct 8, 20251 new
- 3.0.8Apr 22, 2025
- 3.0.7Jul 4, 2024
- 3.0.6Feb 22, 2024
- 3.0.5Dec 10, 2023
- 3.0.4May 19, 2023
- 3.0.3Apr 18, 2023
Members and buyers of this product can download older versions.
Questions about Assign Agent Rules
Do I need SupportCandy to use this?
Yes. This is an add-on for the SupportCandy ticket system, so SupportCandy must be installed on your WordPress site. The plugin adds automatic agent assignment rules on top of your existing helpdesk.
Can it spread tickets evenly across my team?
When a rule assigns one member from an agent group, it can choose that agent based on current workload or on the closest working hours. This helps distribute tickets across the group instead of piling them onto one person.
What happens if a ticket matches more than one rule?
Agents from all matching rules are assigned to the ticket. This means a ticket that fits several conditions will reach every agent or group those rules point to.
Can supervisors still review and change assignments?
Yes. You can include or exclude supervisors when tickets go to a group, and supervisors of assigned groups can view those tickets right away and reassign them as needed.
Is Assign Agent Rules free?
The code of Assign Agent Rules is licensed under the GPL, so anyone may use, change and share it. GPL Feast is a paid service: a plan or a single purchase gives you the download and automatic updates. The developer's own support, licence key and online services are not included.
Which version of Assign Agent Rules is this?
Version 3.1.2, released Mar 23, 2026. New versions appear here when the developer publishes them, and members get them as automatic updates.
How do I update Assign Agent Rules?
Install the free GPL Feast Updater on your site and connect it with your API key. It installs new versions of Assign Agent Rules automatically and keeps a backup, so you can roll back.
What does Assign Agent Rules need?
Assign Agent Rules needs SupportCandy installed and active.
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