Routing queues
Routing queues automatically hand incoming tickets to the agents in a group, so your team doesn’t have to claim work manually. When a new email or live chat ticket arrives, the queue picks an available agent and assigns it — keeping response times short and the workload balanced.
How distribution works
A queue watches for incoming tickets that match its entry conditions (status, priority, type, channel, tags, requester, and more) and hands each one to the group that should handle it. The group then shares the ticket out among its members according to its distribution mode — Round Robin, Least Busy, or Skills-Based.
Distribution respects each agent’s open-ticket cap and skips anyone who is offline or already at capacity, so live work only goes to people who can act on it.
Setting up a queue
- Go to Settings → Routing → Queues.
- Create a queue and connect it to the group that should handle the tickets.
- Confirm your agents have sensible open-ticket caps (set on the group).
- Save. New matching tickets are then distributed automatically.
Monitoring
Use Settings → Routing → Health to keep an eye on how tickets are flowing — for example, how many are waiting and whether agents are available to receive them.