Playlist Ticket Assignment

Playlist Ticket Assignment

Round-robin. Enhanced Play button. Automated ticket assignment teams love.


Watch the demo

Free your team from countless hours of manually assigning tickets.

  • Automated ticket assignment
  • Right tickets, right agent, right time
  • Crush your SLAs

Choose the routing method that works best for your workflows.


Randomly assign. Evenly distribute. Automatically push tickets to available agents.

  • Use a round-robin or load-balanced routing model
  • Set up and prioritize queues
  • Runs every minute
  • Sound notifications
  • Agents can make themselves available
  • Supervisors can manage their team’s availability

Playlist button

Flexible. Highly scalable. Agents pull the right tickets into their inbox by clicking on a button.

  • Create rules to prioritize based on a hierarchy of views
  • Assign different rules to different team members
  • Apply skills-based routing
  • Honor the agent's groups
  • Control the number of tickets assigned at once
  • Hide views to prevent cherry-picking

As a manager, you can also...

  • Avoid overloading agents by setting an inbox limit
  • Sort for oldest tickets by requested date or SLA
  • Allow specific agents to manage app settings and rules
  • Report on app usage

Try it for free today! Watch the demo

Contact us if you would like to learn more or try out the app without a credit card.

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 main navigation bar) to complete setup.

App tags: round-robin, omni-channel, load balanced, random, equity, equitable, even, equal, circular, distribution, skills-based routing, triage, guided mode, scheduling, workforce management, wfm, merge tickets, inbox, escalations, queues, groups, prioritization, first response time, SLA, service level agreement, cherry-picking, sound notifications, views

App Details

  • Author: Playlist
  • Price: Free 14-day trial, then $3.00 per agent, per month
  • Support: Email / Website
  • Version:3.5
  • This is an app. It will install right into your Zendesk Support account.

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