Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Building a queue, choosing its order, and the ordering between queues that decides which work an agent gets first.
Create a queue
- Open Admin Center, then Objects and rules > Omnichannel routing > Queues.
- Add a queue and name it after the work it holds.
- Set the conditions.
- Choose the primary groups that receive from it, and optionally secondary groups as a fallback.
- Place it among the other queues.
Custom queues need Professional or above. Splitting one into subqueues, up to five, is Enterprise.
Secondary groups are a fallback, not a second audience
The primary groups are treated as one pool of agents. Only when nobody in that pool is available does routing widen to include the secondary groups. So a secondary group is what happens on a quiet Friday afternoon, not a way of sharing work between two teams: for that you put both in primary.
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 happens for a week. Queue behaviour is hard to predict and easy to observe.
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