SupportCandy Schedule Tickets 3.1.2
Wordpress Plugins SupportCandy 4.8 (2.1K reviews)
SupportCandy Schedule Tickets is an add-on plugin for the WordPress-based SupportCandy help desk system. It replaces the manual sorting and assigning of incoming tickets with automated, rule-based routing. You define when each agent is available, including working hours, breaks, and holidays, and the plugin handles ticket distribution accordingly. It also factors in workload, keeping a single agent from getting overwhelmed. For situations where no primary agent matches, a fallback option assigns the ticket to a backup agent or group. This keeps every customer query moving to a capable person without constant oversight. The plugin integrates with the free version of SupportCandy, so no paid upgrade is needed. Configuration happens through the SupportCandy settings panel, where you adjust assignment behavior in one place. After setup, new tickets follow the rules automatically, and you still can reassign tickets manually whenever needed. The whole process is designed to reduce the time customers wait for an initial response.
Agent availability management sits at the core of the plugin. You can set regular working hours, recurring daily breaks, and specific holidays when an agent should not receive tickets. Timezone support makes this work for distributed teams, as each agent can have their own timezone and still be assigned correctly. For fair distribution, the plugin offers round-robin assignment, which cycles through agents in order, and load balancing, which evens out workload across the team. Assignment rules can go beyond simple schedules. Conditions can be based on ticket priority, category, subject keywords, or custom fields, and the plugin routes matching tickets to the right person. A fallback agent or group handles any ticket that does not fit an active rule, so nothing remains unassigned. A visual indicator on the agent list shows who is offline or on break. Manual overrides let you reassign a ticket at any time, giving you full control even with automation enabled.
Behind the scenes, the plugin uses a scheduling engine that evaluates availability, current workload, and the rules you have set before assigning each new ticket. The smart assignment feature goes a step further by looking at the agent's workload history, not just their current state, so past overwork can influence future routing. Administrators can also set a grace period after an agent's scheduled end time before a ticket gets reassigned, which helps during overruns or shift handovers. Holiday exclusions and recurring breaks are respected, and the plugin checks agent timezones automatically. Setting everything up takes place in the SupportCandy settings area. Install the add-on through the WordPress plugin uploader, activate it, and you will find a dedicated Schedule Tickets section where you can define availability, create rules, and adjust timezone settings. The plugin is built for the latest WordPress and SupportCandy releases and follows standard coding practices. No coding is needed for basic configuration.
SupportCandy Schedule Tickets is particularly useful for teams that receive a steady flow of requests, such as IT helpdesks, e-commerce support, SaaS companies, and educational institutions. By ensuring new tickets land with the right person automatically, the plugin shortens the time customers wait for an initial reply. Agents see a fair share of work, which helps prevent fatigue and keeps response times consistent. The entire interface is responsive, so managers can view schedules and adjust assignments from a phone or tablet. For developers, the codebase is documented and follows WordPress best practices, making it possible to extend or integrate the plugin with internal tools. Regular updates have added features like recurring breaks and workload-aware routing, indicating an actively maintained product. You do need the core SupportCandy plugin installed for this add-on to function, and basic setup is done through the WordPress dashboard. After that, the plugin runs quietly in the background, assigning tickets according to the rules you define.
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- Item type
- plugin
- Category
- Wordpress Plugins
- Version
- 3.1.2
- Availability
- In stock
- Delivery
- Digital
- Last updated
- August 9, 2026
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