Playlist is the easiest way to set up round-robin ticket assignment in Zendesk. Watch this video or follow the steps below to set up round-robin for Zendesk.
If you have not already, install the app from the Zendesk Marketplace.
Enter your payment information and click on Start trial.
The app comes with a 14-day free trial. Rest assured, your credit card will not be charged until the trial is over. You can also update your credit card details at any time.
Once installed, go to Playlist setup (P icon on the left navigation bar) and click on Authorize.
2. Enable round-robin
Enable round-robin by going to Playlist setup > Round-robin > Settings > Enable.
3. Create a queue
Go to Playlist setup > Round-robin > Queues and click on Add queue
Select a view that will serve as your unassigned tickets queue and click on Create rule.
Select the agents that should receive tickets from this queue and save.
4. Agent status
The round-robin service will only route tickets to agents that are "Online." To manage the status of each team member, go to Playlist setup > Round-robin > Team.
That's it! There are more advanced settings that you can play with, but that's all you need to do to set up round-robin for Zendesk.