Plan requirement
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Subqueues refine the order inside a queue. Predictive routing uses what Zendesk knows about a ticket to decide what goes first.
Subqueues
A queue can contain subqueues, each with its own conditions and order. Work is taken from the first subqueue that has any, then the next.
That lets one queue express something like: escalations first, then anything breaching soon, then everything else by age. Without subqueues you would need three queues and careful ordering between them.
Predictive routing
Instead of ordering purely by age or priority, predictive routing considers signals about the ticket, including what intelligent triage worked out about it. A ticket the system reads as urgent or negative can be pushed forward.
It sits inside a queue as a way of ordering, so it complements conditions rather than replacing them.
When this is worth having
At volumes where ordering genuinely matters. If your queue is usually empty by lunchtime, ordering is not your problem and this is configuration for its own sake.
Where it earns its place is a queue that never fully empties, where what gets picked up first is a real decision made hundreds of times a day.
Watch what it actually does
Predictive ordering is not transparent in the way "oldest first" is. Before relying on it, look at what came out first over a week and check that it matches what you would have chosen. Where it does not, the fix is usually in triage rather than in the queue.
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