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 3 easy steps.
If you have not already done so, install the app from the Zendesk Marketplace.
Enter your payment information and click on Start trial.
Once installed, go to Playlist setup (P icon on the left navigation bar) and click on Authorize.
1. Enable round-robin
Enable round-robin by going to Playlist setup > Round-robin > Settings > Enable.
2. 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.
3. 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, but that's all you need to do to get up and running with round-robin.