Routing options for queue management in Zendesk Support

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  • Hope Saldana

    Is there a way to notify someone when a queue size reaches a certain number? I am assuming not right now since queues are simply views. However, it would be great if we could find a way to notify someone when a queue reaches a particular number. 

    Business case, when we have high ticket volume we have several agents who go above and beyond. They will have 40+ tickets in their queue. Which, because of the nature of our tickets, is just way too many for one person to handle. We would like the team lead and agent notified when the queue reaches 30 tickets. That way the team lead and agent can work together to bat down the agent's backlog and help maintain employee satisfaction.

    Employee satisfaction = customer satisfaction! :)

  • Dane
    Zendesk Engineering
    Hi Hope,

    You are correct. Queue notification is not supported. 

    What you can do is to have the team leads create a view that will show all the open tickets of their agents. This way, they can track the current workload of each agents. In addition, they can also create a backlog report for their agents.
  • Melissa B

    Is there a way to auto assign tickets within a group to agents? With a small team, and increasing volume, we often find tickets sitting before showing as new since we do not have a spare resource to act as a ticket queue manager. Would be nice to have an algorithmic way to just assign to agents within a group based on existing tickets in their queue/backlog. 

  • Anne Ronalter
    Zendesk Customer Care
    Hi Melissa,

    in this case, omnichannel routing might an an option for you to get a smoother routing option between Agents.

    Here you can read more About omnichannel routing with unified agent status.


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