With Playlist Ticket Assignment, agents simply click on the Playlist button when they are ready to work on more tickets. This approach provides teams with more control and flexibility.
Playlist Ticket Assignment is very easy to set up. Simply install the app into your Zendesk account, click the Authorize button, review your Playlist rules, and your team is good to go. You won’t have to leave Zendesk to manage the app.
You can create Playlist rules to prioritize tickets systematically based on a hierarchy of views. This ensures that the right tickets are assigned to the right agents, in the right order.
For example, you can create a rule to first check 1) Unassigned social media tickets, then 2) Unassigned missed phone calls, and then 3) Unassigned emails (general queue). You can then assign different rules to different team members.
Most of our customers tell us that their agents generally don’t like the constant pushing of tickets into their inbox with a round robin system. They also don't enjoy coming back to an inbox full of new tickets after attending a meeting or taking a break. These issues don't exist with Playlist Ticket Assignment. Instead of waiting for a scheduled job to distribute tickets, agents can just click on the Playlist button to grab the appropriate tickets when they have the bandwidth.
Because Playlist Ticket Assignment tracks usage with custom ticket fields, you can easily report on who is using (or not using) the Playlist button to assign tickets. See Is it possible to track agents that use or don't use Playlist Ticket Assignment?
The app is designed with Zendesk's API limits in mind. It scales seamlessly regardless of your team size or ticket volume. You also don't have to upgrade the Playlist app to increase limits, so you can scale for free.