Playlist Ticket Assignment

Playlist Ticket Assignment

Automated ticket assignment teams love, enhanced guided mode, autoplay


Watch the demo

Free your team from countless hours of manually assigning tickets.

  • Automated ticket assignment
  • Right tickets, right person, right time
  • Improve your SLAs

For agents:

  • Click on the Playlist button to pull tickets into your inbox
  • App searches for oldest tickets in your assigned queues
  • Your inbox is automatically refreshed
  • No need to manually check through multiple views for your next ticket

For managers:

  • Create Playlist rules to prioritize tickets based on a hierarchy of views
  • Assign different Playlist rules to different team members
  • Sort for oldest tickets by created date or Next SLA breach
  • Control the number of tickets assigned to agents when they click on the Playlist button
  • Prevent tickets from going stale by setting an inbox limit
  • Allow specific team leads to manage app settings and rules
  • Track usage by agent so that you can report on cherry-picking trends
  • Works with Guided mode (Play button)

Try it for free today! Watch the demo

Contact us if you have any questions or would like to learn more.

To start your 14-day free trial, simply install the app and enter your payment information. You won't be charged until the end of your trial.

Once installed, open up Playlist settings (P icon located on the left navigation bar) to complete setup.

App tags: round robin, triage, guided mode, play button, skills-based routing, ticket assignment, inbox, escalations, queues, groups, first response, first reply, SLAs, service level agreement, prioritization, cherry picking, workflow, productivity, autoplay

App Details

  • Author:
  • Price: Free 14-day trial, then $3.00 per agent, per month
  • Support: Email / Website
  • Version:3.1
  • This is an app. It will install right into your Zendesk Support account.

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