Plan requirement
| Subscription | Suite Professional 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 Admin Center, then Objects and rules, then Omnichannel routing, then Queues.
- Edit conditions, order, groups or subqueues.
- Save.
Changes apply to new tickets entering the queue, and to nothing else. Tickets already in it keep being routed by the configuration that was in force when they arrived, and tickets an agent is holding stay with them.
So for a while after an edit the same queue is running two configurations at once. That is the answer to "why did that one still go to the old group", and it resolves itself as the older tickets drain.
Order decides which queue a ticket lands in
A ticket goes into the first queue whose conditions it matches, so the order of the list is part of the configuration rather than presentation. Inserting a broad queue above a narrow one quietly empties the narrow one.
You can have up to 199 custom queues alongside the standard one, which is far more than a list stays readable at.
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 wait, with nothing to indicate why.
Check that every queue has at least one group with available agents before you leave it.
Deleting a queue is permanent
No new tickets can enter it afterwards, and the tickets still in it keep routing to the primary and secondary groups they already had. Zendesk warns plainly that deleting a queue with tickets still in it can harm the routing of those tickets.
So empty it first: change the conditions so nothing new matches, let what is in it drain, then delete. There is no undo.
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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