Queue Position number



  • Official comment
    Rohan Gupta
    Zendesk Product Manager

    Hi Ian,

    Thanks for the feedback!

    We do not have this functionality on our roadmap. Our current thinking is to deal it in an Omni-channel way rather than just making the improvement for Talk. We are adding it to the backlog for future consideration.



  • Karshare

    Hi Rohan,

    I have just signed up with Zendesk and would also like the queue position specifically on the phones to be included. I actually wouldn't want the whole omni-channel function to be as part of this - it's just a simple where am I in the queue we need as I know many companies have this and I personally like to understand that when I am calling a company. 

    Related to this I would really like customers to know how long they will be waiting in the queue also and i thought this was not possible other than the 2 minute option? 

    Please can these be considered?

    Many thanks


  • Al Hafiz (YT Malaysia)

    Hello! Would like to check in here as I have a similar query: if there is a feature for the end-user to identify their position in the talk queue. 

    For example, a feature that allows users to know there are other 2 callers in the queue in front of them.

    At the moment, there is only an internal feature for setting the maximum queue size and queue waiting time.

  • Gitte Normind

    I really need the same option as explaines above. We need our customers to know if they are number 2, 3 or 10 in line when waiting for us to answer their call. 

    Is there an app maybe, that can be added that will solve this request?


  • Iain Boland


    This is a feature our staff are also asking for, so I hope that it is still up for consideration.

    Kind regards


  • Artur Muecke


    definitely something that should be part of a modern customer service phone system.




  • Rohan Gupta
    Zendesk Product Manager

    Hi Rosie,

    Thanks for reaching out!

    For the clarification on your post referring "2 minutes option". Are you referring to the play of "average wait time greeting" which is only when the average waiting time is more than 2 minutes.

    You can read about the average wait time greeting in this article.

    Here is an article on when this greeting is triggered.




  • Sean Chuang
    Zendesk Product Manager

    Hi Community,

    Thank you for the interest in this feature. For 2023, this is not on our roadmap. This request is in our backlog and we will continue to assess its importance throughout the year. 

    Thank you for your patience.


  • Shawna James
    Community Product Feedback Specialist
    Hello all thank you for your continued interest in this feature. As of now, the latest update from Sean is current status of this feature request, it is in our backlog and not currently on the roadmap.
    Please continue to share your interest and individual use cases to this thread should they come up! Or, you can provide support by upvoting the post. Thank you all again for your feedback. 

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