Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Two features that sound like ordering and are not. Subqueues split a queue by percentage across groups, at random, and predictive routing currently applies to messaging tickets only.
What a subqueue does
A custom queue can be split into up to five subqueues, to distribute set percentages of the tickets meeting that queue's conditions to different primary and secondary groups. The percentages have to total 100%, and which subqueue a given ticket lands in is randomised. Splitting a queue this way is an Enterprise option; predictive routing below is not, and works on any plan that has queues at all.
So this is a load-splitting mechanism, not a priority mechanism. You cannot use subqueues to say "escalations first, then anything breaching soon, then everything else by age": nothing in a subqueue expresses order, and the assignment is random by design.
What it is for is sending, say, 70% of one kind of work to one group and 30% to another, without writing conditions that try to divide the same tickets two ways.
Predictive routing, and its one big caveat
Predictive routing can be turned on for a whole queue or for individual subqueues. It uses what the system knows about a ticket, including what intelligent triage worked out, so a ticket read as urgent or negative can be pushed forward.
It is currently applied to messaging tickets only. Turning it on for a queue of email tickets changes nothing, so it is not a solution to an email backlog.
Where to find both
In Admin Center, click Objects and rules, then select Omnichannel routing > Queues. Next to the queue, open the options menu and select Edit, then Distribute tickets across subqueues. Queue order itself is set by dragging in the Order column.
When any of this is worth having
At volumes where distribution genuinely matters. If your queue is usually empty by lunchtime, this is configuration for its own sake.
And watch what it does. Predictive ordering is not transparent in the way "oldest first" is, so look at what came out first over a week and check 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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