Playlist is the easiest way to set up round robin ticket assignment in Zendesk. Watch the demo or follow the steps below to set up round robin in just a few steps.
- Round Robin quick start
- Empower agents with Playlist Button
- Advanced workflows
- Reporting on Playlist Assigned
- Agent availability reports
Round Robin quick start
Authorize API access
Once you have installed the app, go to Playlist setup (P icon on the left navigation bar) and click on Authorize.
Enable Round Robin
Playlist setup > Round Robin > Settings. Click Enabled.
Create your first queue
Playlist setup > Round Robin > Queues > Add queue.
Select a view that will serve as your queue and click on "Create rule."
By default, Round Robin will prioritize tickets by created date (first in, first out). If you have implemented SLA policies in Zendesk and enable "Use SLA," tickets will be prioritized by Next SLA breach. For new tickets, Next SLA breach is generally the First reply time.
Choose a routing model (i.e. distribution type, algorithm):
|Round Robin||Default. Equally distribute tickets to agents in a circular fashion.|
|Least Active||Route to the agent with the least amount of open tickets (i.e. the most available agent) first.|
Choose to rotate between agents or group members:
|Agents||Manually select agents that should receive tickets from the queue|
|Group members||Members of selected groups will receive tickets from the queue (drastically reduces overhead of managing queues). For more details, please see rotating between group members.|
Then, select groups or agents that should receive tickets from the queue and save.
Round Robin runs every minute, checking for unassigned tickets in each queue and automatically assigning them to the appropriate agents. Tickets are only assigned to Online (available) agents.
Team dashboard (managing agent status)
As an admin or supervisor, you can manage the status agents through the Team dashboard.
Playlist setup > Round Robin > Team
Each agent also has the ability to update their own status.
There are more advanced settings that you can play around with, but that's all you need to get started.
Empower agents with Playlist Button
If Round Robin isn't the right fit for your team, you may want to consider using the Playlist Button instead. It empowers your agents to assign tickets to themselves with the click of a button.
The Playlist Button systematically prioritizes tickets, based on rules that you define, and assigns the appropriate tickets to the agent (who clicked on the button). It's an alternative to Zendesk's Guided mode and the perfect tool for teams that prefer a "first come, first serve" model.
Here's a quick demo:
Playlist is more than just a round robin app. It also comes with other advanced workflows.
Same agent (sticky) assignment
Automatically merge tickets
Dedicated support for organizations
Reporting on Playlist Assigned
Playlist updates custom fields on every ticket assigned by the app, providing an audit trail. You can easily report on these fields to measure the adoption of Playlist with tools like Explore or Looker. See How can I report on Playlist usage? to learn more.
Agent availability reports
With Playlist, you'll also have access to agent availability reports (i.e. total time spent in each status), which you can run directly from the app.
To access the reports, go to Playlist setup > Round Robin > Reports.
Agent availability by date
Total time spent in each status grouped by day, week, or month. You'll also be able to see each agent's first online time and last online time. See Agent availability by date to learn more.
Agent availability logs
For a detailed log of each status change, see Agent availability logs report.