Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
Changing a queue affects work in flight, so a few habits keep an edit from producing a confusing afternoon.
Edit a queue
- Open the routing queues in Admin Center.
- Edit conditions, order, groups or subqueues.
- Save.
Changes apply to what is waiting, not to what is already assigned. Tickets an agent is holding stay with them.
Edit outside busy hours
A change to conditions can move a batch of tickets between queues at once. Doing that at ten on a Monday means agents receive work from somewhere unexpected in the middle of their morning.
Removing a group
Take care here. Removing a group from a queue stops them receiving that work immediately. If they were the only group on it, the queue stops handing anything out and tickets simply wait, with nothing to indicate why.
Check that every queue has at least one group with available agents before you leave it.
Deactivating a queue
Its tickets fall to whichever queue matches next, or to the default. That is usually what you want, and it is worth knowing where they will land rather than discovering it.
Watch after every change
The queues dashboard shows what is waiting and how long. Look at it for ten minutes after an edit. A queue quietly filling up because nobody can receive from it is invisible in any other view.
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