3. Create trigger to notify active webhook
1. Generate Playlist API key

2. Enable Dedicated Support

Tag
Optionally, tag tickets that are successfully assigned by the Dedicated Agent workflow. The tag may be useful for reporting, or you may want to leverage it for other triggers and automations.
Ignore agent status
Enabled by default. If disabled, the ticket will only be assigned to the dedicated agent if they are set to Online in Playlist.
Notify Agent
Enabled by default. This will display a notification to the agent when the ticket is assigned to them via the same agent workflow. It's the same notification you'd expect from the Playlist Button or Round Robin for new tickets. If the agent has selected a sound in their personal settings, they will also hear the sound.
3. Create trigger to notify active webhook
Sample trigger
- Ticket > Is > Created
- Status > Less than > Solved
- Assignee > Is > -
- [Playlist] Dedicated Agent ID > Present
- Tags > Contains none of the following > dedicated_support (or your tag from step 2)
- Notify active target > Playlist Dedicated Support Webhook
- URL parameters
- key: dedicated_agent_id
- value: {{ticket.organization.custom_fields.playlist_dedicated_agent_id}}
Avoiding trigger loops
To avoid trigger loops, please ensure that you only notify the target once within the lifecycle of each ticket. Using the Ticket > Is > Created condition in your trigger (i.e. only firing the trigger when a ticket is created) is the easiest way to prevent trigger loops.
Additional notes
- Tickets that are closed or already assigned to another agent will be ignored
- A ticket will only be assigned by the Dedicated Support workflow once