Routing by Playlist

Round robin and pull-based ticket assignment, built on your Zendesk views. No dev work or consultants required.

Features

• Round robin ticket assignment

• Pull assignment with Playlist Button

• Agent capacity and ticket limits

• Daily limits

• Queue prioritization by SLA or any ticket field

• Schedule-based routing

• Same agent (sticky) routing

• Group routing by percentage

• Dedicated support for organizations

• Agent availability reports

• Sound notifications

• APIs for custom integrations

Try it for free

Sign up today for a 14-day free trial. Use code TRIALWOCC at signup. No credit card needed. Cancel anytime by uninstalling.

If you're familiar with Zendesk views, you'll be up and running in just a few minutes. For a closer look before signing up, see the Quick Start Guide.

Push or pull

Round Robin assigns tickets in batches every minute, respecting agent limits and schedules. Playlist Button lets agents pull their next ticket with one click — no collisions, full audit trail in Explore. Use either or both.

Queues

Build queues from existing Zendesk views. Stack them in priority order, configure each queue's routing model and agent pool, and sort tickets by SLA or any ticket field. Works even if views are hidden from agents.

Agent availability

Supervisors can monitor and update agent status in bulk from the live team dashboard. Routing can also use your Zendesk Schedules to only assign tickets during each agent's working hours.

Data handling & privacy

Routing accesses a limited set of Zendesk data to perform ticket assignment, including agent info, ticket fields, group membership, and schedules. End-user data is never collected. For a full breakdown, see our Technical Information page and Privacy Policy.

Free for sandbox accounts.