If the Playlist button is not assigning tickets even though there are tickets in your views, it's most likely because your views are including tickets that are already assigned to agents.
To minimize API calls, Playlist only checks for the first 10 - 20 tickets in each view. Therefore, your views for Playlist must explicitly filter for tickets that don't have an assignee. At minimum, they must have the condition Assignee > Is > -.
Under conditions (Meet ALL), make sure you have the following:
- Ticket: Assignee > Is > -
- Ticket: Assignee > Less than > Solved (or Pending/On-hold depending on your requirements)
