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Apply agent assignment rules for SupportCandySupportCandy Assign Agent Rules is an enhanced and robust plugin designed to optimize your customer service workflow by adapting it to your distinct needs and goals. This tool automates ticket allocation, quickly and efficiently connects… Show more (+)
Apply agent assignment rules for SupportCandySupportCandy Assign Agent Rules is an enhanced and robust plugin designed to optimize your customer service workflow by adapting it to your distinct needs and goals. This tool automates ticket allocation, quickly and efficiently connects customers with the most appropriate agents based on a set of custom rules, enabling faster and more efficient resolution of customer queries.By being able to precisely define ticket allocation rules and criteria, including factors such as department, language and priority, companies can ensure that these rules are consistently applied across the support team, increasing the efficiency of their support operations.SupportCandy Assign Agent Rules streamline ticket management, providing a perfect solution for companies looking to improve their customer service services.Key FeaturesAn exclusive add-on for SupportCandy that allows you to automatically assign agents to tickets based on user-defined rules.Allows you to create assignment rules that take into account various ticket attributes, such as status, priority, department, product, tags, and custom fields.Offers the function of assigning default agents for tickets that do not meet certain rules.Ensures optimal ticket allocation by matching tickets to agents based on their knowledge and availability.Seamless integration with SupportCandy combined with a simple setup and customization process.Instantly apply changes when adjusting rules or reassigning agents to tickets.Advantages of SupportCandy Assign Agent RulesUsing SupportCandy Assign Agent Rules on the WordPress platform offers many benefits. Automate the assignment of tickets to agents using a variety of criteria, streamlining the ticketing process and ensuring accurate ticket delegation.Eliminate wasted time and reduce the risk of manual assignment errors while prioritizing urgent requests to ensure quick response. This not only increases customer service efficiency, but also significantly increases customer satisfaction through timely and accurate service.Ultimately, SupportCandy Assign Agent Rules are a reliable and effective tool that is essential for any website owner looking to improve the quality of customer service. Show less (-)
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Improve customer service experience SupportCandy Email Piping:Change the way customers interact with your support system with SupportCandy Email Piping, a premium add-on to the renowned SupportCandy plugin. Make sure you have the SupportCandy plugin installed to take full advantage of… Show more (+)
Improve customer service experience SupportCandy Email Piping:Change the way customers interact with your support system with SupportCandy Email Piping, a premium add-on to the renowned SupportCandy plugin. Make sure you have the SupportCandy plugin installed to take full advantage of this add-on.SupportCandy Email Piping revolutionizes ticket creation and management by enabling customers to easily initiate and respond to tickets via email. This seamless integration eliminates the need for customers to log into the website to process tickets, providing a more user-friendly experience and increasing the likelihood of resolution.Functional overviewThe add-on works by establishing an email connection to your designated support email address. For example, using support@yourdomain.com for ticket notifications requires setting up a connection for that specific email. Once completed, any email sent to this address will automatically generate a new ticket.Customers, as ticket initiators, will receive comprehensive email updates including ticket confirmations, agent responses and any ticket changes. Replying to these notifications directly contributes to the current ticket thread. Similarly, agents are kept up to date on new tickets, customer responses and changes to tickets, with the added ability to respond directly from email, streamlining the communication process.Connection methodsBasic IMAP authenticationGmail APIMicrosoft Exchange APIIMAP stands out as the most popular method for transmitting incoming email messages. However, due to the limitation of basic IMAP authentication by Google and Microsoft, we have integrated API-based email pipeline connections for these platforms, ensuring a quick and simple setup process.Ability to support pipelines for multiple accountsIf your organization uses multiple email addresses to communicate with customers, SupportCandy makes it easy to integrate them. Forward all correspondence from secondary email accounts to your primary forwarding address by listing them as forwarding addresses in your email forwarding settings. This allows ticket notifications to continue from the original mailing address, maintaining consistency in customer communication.Pipeline rules for better customizationUse pipeline rules to automatically adjust ticket fields based on specific conditions related to forwarding addresses, sender information, and keywords in the email subject and body. This feature provides a tailored approach to ticket management, increasing efficiency and responsiveness.Additional configuration optionsAllowed emails: Choose to only forward new emails, reply to emails, or both.Allowed users: Choose whether to send emails only from registered users or from all users.Email Content Preferences: Choose your preferred email content format between HTML and text for pipelining.Import CC: Keep CC emails included by including them as additional recipients.Block emails: Prevent specific emails from being forwarded based on their subject or sender's email address, supporting exact matches, wildcards, and regular expressions. Show less (-)
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Unlock the power of data with SupportCandy ReportsStrengthen your business with insightful data and analytics with SupportCandy Reports' advanced reporting features. Gain comprehensive visibility into your customer service activities and make improvements with ease.Comprehensive selection of reportsView a wide range… Show more (+)
Unlock the power of data with SupportCandy ReportsStrengthen your business with insightful data and analytics with SupportCandy Reports' advanced reporting features. Gain comprehensive visibility into your customer service activities and make improvements with ease.Comprehensive selection of reportsView a wide range of reports tailored to better understand your support activities:Report overview: Monitor ticket flow, noting trends in both creation and resolution.Agent response analysis: Evaluate your agents' response with metrics such as initial response time and average response time.Solution time analysis: track the time it takes your team to resolve issues, thereby ensuring efficiency.Interaction analysis: Find out the average number of interactions required to process applications.Client satisfaction: Measure customer satisfaction with survey ratings.Custom field analysis: Generate customized reports based on specific custom fields such as category, priority, dropdown, and more.Flexible reporting periodsChoose from predefined time frames or define your own custom scope to generate reports that meet your needs. Available options include Today, Yesterday, Last 30 Days, This Quarter, and more.Advanced filtering optionsIncrease report precision with customizable filters, similar to ticket filters in the ticket list. Customize your reports to show specific categories, such as "Pre-Sales Questions," and save filter settings for future use, ensuring streamlined reporting. Show less (-)
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