Same Agent automatically assigns new tickets to the same agent if the same requester submits a ticket within a set time window — reducing handoffs and improving the customer experience.
How it works
When a new ticket is created, a Zendesk trigger notifies the Playlist Same Agent Webhook, which checks whether the new ticket qualifies for same-agent assignment. If conditions are met, the ticket is assigned to the prior assignee immediately. Same Agent works independently of Round Robin and Playlist Button.
Setup
- Generate Playlist API key
- Enable Same Agent
- Settings
- Matching criteria (optional)
- Conditions (optional)
- Create the Zendesk trigger
1. Generate Playlist API key
If you haven't already done so, generate your Playlist API key before proceeding.
2. Enable Same Agent
Go to Playlist Setup > Workflows > Same Agent and click Enabled.
Enabling Same Agent for the first time automatically creates the Playlist Same Agent Webhook, which you'll use when creating the trigger in Step 6.
3. Settings
Once enabled, adjust settings to your team's preferences.
Same agent window (hours) — The time window during which a new ticket from the same requester is assigned to the same agent. Measured from the current time back to the requested date of the oldest consecutive ticket between that requester and agent. Maximum: 8,760 hours (1 year).
- Within the window → ticket is assigned to the same agent
- Outside the window → ticket is left unassigned (picked up by Round Robin or Playlist Button)
Example: It's July 4 at 9:00 am. The requester has been working with Bob since July 1 at 9:00 am — a 72-hour span. A window of 72 hours or more sends the new ticket to Bob; 71 hours does not.
| Ticket ID | Assignee | Requested date |
|---|---|---|
| 3 (newest ticket) | Bob | July 4, 2026 09:00 am (current time) |
| 2 | Bob | July 2, 2026 2:00 pm |
| 1 | Bob | July 1, 2026 9:00 am |
Tag (optional) — Add a tag to tickets assigned via Same Agent. Useful for reporting or use in other triggers and automations.
Notify agent — Enabled by default. Sends the agent a notification when a ticket is assigned to them via Same Agent, the same notification used by Round Robin and Playlist Button.
Ignore bad satisfaction — Disabled by default. When enabled, tickets are assigned to the agent even if they previously received a bad satisfaction rating.
Ignore agent status — Disabled by default. When enabled, tickets are assigned to the agent even if they're offline or set to a busy/invisible status.
4. Matching criteria (optional)
Restrict assignment to tickets where specific fields match between the new ticket and the existing one.
5. Conditions (optional)
Limit the workflow to existing tickets with specific statuses and/or groups.
6. Create the Zendesk trigger
Create a trigger that notifies the Playlist Same Agent Webhook whenever a new ticket is created.
Trigger name
Playlist Same Agent Assignment Trigger
Trigger category
(choose a category)
Conditions
──────────────────────────────────────
Meet ALL of the following conditions
Category Operator Value
[ Ticket > Ticket ] › [ Is ] › [ Created ]
[ Ticket > Assignee ] › [ Is ] › [ - ]
Actions
──────────────────────────────────────
Category Value
[ Notify by: Active webhook ] › [ Playlist Same Agent Webhook ]
Endpoint
https://api.myplaylist.io/workflows/same_agent/tickets/{{ticket.id}}/?api_key=***
Description
-
Method
GET
(Delete the Key/Value row — not needed)Avoiding trigger loops — Only notify the webhook once per ticket lifecycle. Using Ticket > Is > Created as a condition (as shown above) is the simplest way to prevent this.
Limitations
- Tickets already assigned to another agent, or that are closed, will be skipped
- A ticket will only be assigned by Same Agent once