The Playlist Button has three parts to set up: Settings, Rules, and Agent Assignments.
Settings
Go to Playlist Setup > Playlist Button > Settings.
Assign in batches of — Enter the number of tickets (1–10) to assign to the agent at once.
Your unsolved tickets view — Select a view to automatically refresh when tickets are assigned. If no view is selected, Playlist will open the most recently assigned ticket instead.
Inbox limit — The maximum number of open tickets an agent can have at once. Agents at or above this limit will see an error when clicking the Playlist Button. You can also set an inbox limit at the individual level.
Rules
Rules control how the Playlist Button searches and prioritizes tickets. Different agents can have different rules.
Go to Playlist Setup > Playlist Button > Rules > Add rule.
Name — Enter a descriptive name for the rule.
Include assigned — Enable to pull tickets already assigned to another agent. Generally leave this disabled. Learn more.
Default — If enabled, agents without an explicitly assigned rule will use this rule.
Views — Select the views to search for tickets. Tickets are pulled from the highest priority view first, then the next, and so on. Drag and drop to reorder. Make sure each view filters for unassigned tickets using the condition Assignee > Is > - . Otherwise, Playlist may not assign anything even if tickets exist.
Each view has the following options:
Sort by — Choose which field to use when prioritizing tickets within the view at the time of assignment, independent of how the view itself is configured in Zendesk.
| Sort by | Order | Result |
|---|---|---|
| ID | Ascending | Default. Assigns oldest tickets first. |
| SLA | Ascending | Assigns tickets closest to breaching SLA first. |
Limit — Optionally cap how many tickets can be pulled from this view. Batch size and inbox limit settings are still respected.
Run as agent — Should be left unchecked in most cases. Learn more.
Click Preview to test and validate the rule before saving, then click Save.
Agent Assignments
Once your rules are created, assign them to agents.
Go to Playlist Setup > Playlist Button > Agents.
In the Playlist Rule column, select the appropriate rule for each agent. You can stage all changes before saving. When ready, click Save in the footer.