Creating a custom queue

Building a queue, choosing its order, and the ordering between queues that decides which work an agent gets first.

Building a queue, choosing its order, and the ordering between queues that decides which work an agent gets first.

Create a queue

1. Open Admin Center, then Objects and rules, then the routing queues.
2. Add a queue and name it after the work it holds.
3. Set the conditions.
4. Choose the groups that receive from it.
5. Set the order within the queue.
6. Place it among the other queues.

Queue order is priority between kinds of work

An agent belonging to several queues receives from the first with work available. So putting your urgent-customers queue above the general one means those tickets go out first, without touching any ticket's priority field.

This is the main reason to build queues at all, and it is easy to miss because it is expressed as a list rather than a setting.

Conditions that make sense

Base them on something stable: brand, form, an organisation tag, a category field. Conditions on status change during the ticket's life and move tickets between queues mid-flight, which is confusing.

Do not build one per team

Groups already do that. A queue earns its place when the ordering should differ, not when the audience does. Six queues that all say "assign by priority then age" to six groups is five queues too many.

Watch it before adding more

Start with one custom queue beside the default and look at what actually happens for a week. Queue behaviour is hard to predict and easy to observe.

See also

• Editing and managing queues
• Subqueues and predictive routing
• How queues work