Choose the routing method that works for your team
With Playlist Ticket Assignment, you can choose between round-robin (randomly assign, evenly distribute tickets) or the Playlist button (enhanced Guided mode/Play button).
Check out our demo page to see both routing methods in action.
- Keep it in Zendesk, keep it simple
- Assign with round-robin
- Assign with the Playlist button
- Report on usage
- Scale seamlessly
- Try it for free
Keep it in Zendesk, keep it simple
The app runs directly in Zendesk, so it leverages all of the benefits provided by the Zendesk App Framework. No need for complicated rules. Set up round-robin in less than a minute.
Assign with round-robin
With round-robin, our service periodically checks your queues for new tickets and assigns them to the appropriate agents.
When assigning with round-robin, use a classic, round-robin model or route to the least loaded agents first (Least active).
Runs every 1 minute
Our round robin job runs every minute. It will route tickets to the appropriate agent if there are unassigned tickets in your queues and agents available to receive them. All customers are set to a 1-minute interval. You don't have to upgrade.
Enable sound notifications so that you're notified when receiving tickets through round-robin. The sound will still be played even if your browser is minimized.
Remind agents to make themselves available
Agents will receive a modal asking them Set yourself to online? when logging into Zendesk for the day.
With Automatic idle, you can ensure that tickets are not routed to agents that are not actively working in Zendesk.
Manage the status of each agent with the Team dashboard.
Assign with the Playlist button
With the Playlist button, agents are empowered to pull the right tickets into their inbox by clicking on a button.
Prioritize with Playlist rules
You can create Playlist rules to prioritize tickets systematically based on a hierarchy of views. This ensures that the right tickets are assigned to the right agents, in the right order.
For example, you can create a rule to first check 1. Unassigned social media tickets, then 2. Unassigned missed phone calls, and then 3. Unassigned emails (general queue). You can then assign different rules to different team members.
Report on usage
Because Playlist Ticket Assignment tracks usage with custom ticket fields, you can easily report on who is and who is not using the Playlist button. These same fields are also updated ("timestamped") when routed through round-robin.
See How can I report on Playlist Ticket Assignment usage? for more details.
Playlist Ticket Assignment is designed with Zendesk's API limits in mind. It scales seamlessly regardless of your team size or ticket volume. You also don't have to upgrade to increase limits or unlock features, so you can scale for free.
Try it for free
Playlist Ticket Assignment comes with a 14-day free trial. Try it for free!
Like all other free trials on the Zendesk Marketplace, a credit card is required upfront. Rest assured, your card will not be charged during the trial period. To cancel, simply uninstall the app at anytime. Contact us if you are unable to provide credit card details before trying out the app.