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Queues

What Are Queues?

Queues are part of Zendesk's omnichannel routing system. They define how incoming work items (tickets, chats, calls) are distributed to agents based on priority, skills, and availability.

Enterprise only

Queues are available on Zendesk Enterprise plans with omnichannel routing. If your plan does not include this feature, Configly detects this automatically and hides it from your navigation.

What Configly Captures

For each queue, Configly stores:

  • Queue name and description
  • Priority -- the queue's priority relative to other queues
  • Conditions -- the routing conditions that assign work to this queue
  • Created and updated timestamps

Feature Support

Feature Supported
Sync ✅
Diff / History ✅
Dependencies ✅
What-If ✅

Tips for Admins

  • Use snapshot comparison to track queue priority changes over time
  • Review queue conditions to ensure they don't overlap or leave gaps in routing coverage