SupportCandy Agentgroup Addon
You can create groups of agents to whom you can assign tickets to just like individual agents.
As the name suggests, you can create groups of agents to whom you can assign tickets, just like individual agents.
How does it work?
You set up agentgroups and make some of them supervisors of the group.
Then, tickets can be assigned to the agent group, like any other agent.
The group supervisor can see and manage all the tickets assigned to the group.
Assign agents can be filtered using agentgroups.
If the supervisor has to assign the ticket to other, he should keep it assigned to the group. Otherwise, he will lose access to the ticket.