Routing Queues

Routing queues are named pipelines that control how tickets flow to groups and agents. Use queues to create multi-tier routing with entry conditions, group assignments, and priority ordering.

How queues work

When a ticket is created or updated, the routing engine evaluates each queue’s entry conditions in priority order. The first matching queue determines which groups and skills are used for agent selection.

Queue settings

Setting	Description
Name	Queue name (up to 100 characters)
Description	Optional description (up to 512 characters)
Priority	Numeric priority — lower numbers are evaluated first
Entry conditions	Rules that determine which tickets enter this queue
Primary groups	Groups that handle tickets in this queue first
Secondary groups	Overflow groups used when primary groups are at capacity
Required skills	Skills an agent must have to receive tickets from this queue

Creating a queue

1. Navigate to Settings > Routing > Queues
2. Click New Queue
3. Set the queue name, priority, and entry conditions
4. Assign primary and secondary groups
5. Optionally specify required skills

Queue ordering

Queues are evaluated in priority order. You can reorder queues by dragging them in the queue list or using the reorder action. Tickets match the first queue whose entry conditions are satisfied.

Queue health

Each queue has a health dashboard showing:

• Current queue depth (number of tickets waiting)
• Agent availability in assigned groups
• Recent routing activity

Access queue health from the queue detail page.

Enabling queues

Queues must be enabled in your routing configuration:

1. Navigate to Settings > Routing
2. Enable the Queues toggle
3. Create and configure your queues

Related

• Agent Groups — assign groups to queues
• Skills-Based Routing — require skills for queue assignment