Using Secondary Groups in Zendesk Routing Queues
Can I use secondary groups in Zendesk's omnichannel routing queues?
Yes, you can configure secondary groups in Zendesk's omnichannel routing queues. This feature allows you to set up fallback options if no agents in the primary groups are available.
When you turn on secondary groups, omnichannel routing will first attempt to assign work to the primary groups. If no agents are available, it will then fall back to the secondary groups. This ensures that tickets are not left unassigned and helps maintain a smooth workflow.
More related questions
How do I create a custom omnichannel routing queue in Zendesk?
Creating a custom omnichannel routing queue in Zendesk is a straightforward process. First, navigate to the Admin Center, then click on 'Objects and rules' in the sidebar and select 'Omnichannel routing > Queues'. Click 'Create queue' and enter a…
What are the benefits of using custom omnichannel routing queues?
Custom omnichannel routing queues in Zendesk allow for more tailored ticket management. They enable you to direct work to agents in multiple groups or configure secondary or fallback groups, enhancing flexibility and efficiency. By setting up…
How does queue priority affect ticket assignment in Zendesk?
Queue priority in Zendesk determines the order in which tickets are assigned to agents when they receive work from multiple queues. Tickets from the queue with the higher priority are assigned first. This feature is crucial for managing workloads…
What conditions can I set for a custom queue in Zendesk?
When creating a custom queue in Zendesk, you can set various conditions to determine which tickets are added to the queue. Conditions are based on specific qualifications that a ticket must meet. You can select a condition, field operator, and…
How many custom queues can I create in Zendesk?
In Zendesk, you can create up to 99 custom queues in addition to the standard omnichannel routing queue. This allows for extensive customization and flexibility in managing ticket assignments. Having the ability to create multiple custom queues is…
What happens if no agents are available in both primary and secondary groups?
If no agents are available in both the primary and secondary groups in Zendesk's omnichannel routing queues, the tickets will remain in the queue until an agent becomes available. This ensures that tickets are not lost or forgotten, maintaining a…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
