Choose the routing model that works for your team
With Playlist Ticket Assignment, you can choose between round-robin (randomly assign, evenly distribute tickets to agents) or the Playlist button (enhanced Guided/Play mode). Playlist is the easiest way to set up round-robin ticket assignment.
Watch the demo
Visit https://myplaylist.io/zendesk/apps/round-robin-app to see a demo of both routing options.
Playlist Ticket Assignment is very easy to set up (just 2-3 steps). The app is built on Zendesk's App Framework, and you don't have to leave Zendesk to use or configure the app.
With round-robin, our service periodically checks your queues for new tickets and assigns them to the appropriate agents.
When using our round-robin routing option, you can use a classic, round-robin model or route to the least loaded agents first (Least active).
Playlist button (enhanced Play mode)
With the Playlist button, agents can click on the Playlist button to pull the right tickets into their inbox. This empowers them to work at their own pace (instead of using a round-robin algorithm).
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.
Highly flexible and scalable
The Playlist button is ideal for larger and more complex teams with several agents (> 30) that specialize in different issue types.
The app 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 certain features, so you can scale for free.
Because Playlist Ticket Assignment tracks usage with custom ticket fields, you can easily report on who is using (or not using) the Playlist button to retrieve tickets. These same custom ticket fields are also updated when routed through the round-robin option. See Is it possible to track agents that use or don't use Playlist Ticket Assignment?