This plugin is an add-on for a popular help desk system, designed for support teams needing to structure their agents into distinct units. It is ideal for businesses with multiple departments or specialized support tiers who require organized ticket distribution and clearer team accountability.

Agent Groups: Create distinct groups for agents based on department, skill set, or location, enabling logical organization of your support staff.

Group-Based Assignment: Automatically or manually assign incoming support tickets to specific agent groups, ensuring queries reach the right team from the start.

Team Management: Supervisors can view and manage tickets and agent activity within their assigned groups, simplifying oversight and workload balancing.

Role-Based Permissions: Control access and capabilities by group, allowing you to define what actions agents within each group can perform on tickets.

Performance Visibility: Monitor key metrics like ticket volume and resolution times at the group level, providing insights into team efficiency and areas for improvement.