Routing
- Zendesk Round Robin Quick Start Guide
- Playlist Button: Alternative to Zendesk's Guided Mode
- Assign tickets based on schedules (working hours)
- Changing the admin and reauthorizing API access
- Out of Office
- Route Tickets Immediately With Real-Time Routing Webhook
- Reporting on tickets assigned by Routing in Explore
- Preparing for your Playlist implementation
- Automatically send tickets back to their queue so that they can be reassigned to another agent
- Assign to same agent if the requester submits a new ticket
- Assigning to a dedicated support agent for organizations
- Automatic skills-based routing (push assignment) for Zendesk
- Playlist button setup
- Roles and permissions
- What is the difference between the Away and Invisible status?
- How can I report on tickets assigned by Playlist?
- Generating your Playlist API Key
- Out of Office Sample Triggers
- Reporting on tickets sent back to the queue by agents ("skipped" tickets) in Zendesk Explore
- Agent availability logs report
- Agent availability by date (total online time, first online time, etc.)
- Managing agent status from the top bar in Zendesk
- Custom agent statuses
- Playlist API authentication and security
- Agent Status API
- Agent Status Incremental Export API
- Users API (beta)
- Group distribution workflow
- Dedicated Support Workflow Setup
- Bulk updating statuses (agent availability)