Playlist Ticket Assignment uses a pull method instead of a push method (i.e. Round Robin) for assigning tickets. The pull method empowers your team to be more nimble and flexible while automating the ticket assignment process.
More control and flexibility
Most of our customers tell us that their agents generally don’t like the constant pushing of tickets into their inbox when using Round Robin. They also don't enjoy coming back to an inbox full of new tickets after attending a meeting, taking a break, or coming back from vacation/holiday. These issues are not a problem with Playlist Ticket Assignment. Instead of pushing tickets into the agent’s inbox with an automated job (in the case of Round Robin), agents can just click on the Playlist button to pull the appropriate tickets into their inbox when they have the bandwidth.
Easy setup without having to leave Zendesk
Playlist Ticket Assignment is intuitive and very easy to set up. Simply install the app into your Zendesk account, click the Authorize button, review your Playlist Rule(s), and your team is good to go. Unlike Round Robin, you won’t have to leave Zendesk to manage the app.
Simple, drag and drop interface to create rules
You can create Playlist Rules to prioritize tickets systematically based on a hierarchy of views. Simply drag and drop views to control their priority order. For example, you can create a rule to first check 1) Unassigned escalated tickets, then 2) Unassigned missed phone calls, and then 3) Unassigned emails (general queue). You can create as many rules as you’d like and assign different rules to different team members.
Track usage with custom ticket fields
Because Playlist Ticket Assignment tracks usage with custom ticket fields, you can easily report on who is or is not using the Playlist button to pull tickets into their inbox. See Is it possible to track agents that use or don't use Playlist Ticket Assignment?
More secure with Oauth 2
The app uses OAuth 2 for authentication, which is more secure and does not require storing your password or token somewhere on a server.