Yes. Playlist uses the Unassigned tickets view specified under the app's settings to search for the oldest, unassigned tickets. While Playlist creates the default "Unassigned tickets (Playlist default)" view, it's possible to use any ticket view that is visible to all agents. This enables admins to customize the logic used in the search for the oldest, unassigned tickets.
The following are the minimum requirements when using a custom view:
- View should filter for only unassigned tickets (i.e. Ticket: Assignee is - ).
- View should only filter for non-solved tickets (i.e. Ticket: Status Less than Solved).
- View is visible to all agents.
Here is a sample custom "unassigned tickets" view:
We recommend that you at least include the conditions highlighted in orange to ensure optimal performance and nothing is missed. This sample view adds filters based on Tags and Channel, but you can use any conditions that make the most sense for your team.
Note: Playlist caches the list of your ticket views locally onto your computer. It make take up to 15 minutes after creating a ticket view for it to show up in Playlist settings page (nav bar app).