If Round Robin isn't the right fit for your team, consider using the Playlist Button instead. It's a pull-based model that addresses the main limitations of Zendesk's Guided mode. When an agent is ready, they click the Playlist Button — and the next batch of the highest-priority tickets is assigned to them.
This feature is available for all Zendesk plans.
Benefits
- Agents work at their own pace.
- Hide views from agents, making it harder to cherry-pick tickets.
- Each ticket is assigned to the agent before they open it — unlike Zendesk's Guided mode, which simply opens the ticket without assigning it. This prevents skipping and agent collisions entirely.
- No need to manage agent availability or schedules.
- Flexible rules that can be customized per agent — ideal for teams that change frequently.
Setup
See Playlist Button Setup for setup instructions.