Omnichannel Routing Queues

You can use the Omnichannel Routing Queues API to create, update and delete a routing queue, which is used for routing ticket.

JSON format

Omnichannel Routing Queues are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
created_at	string	true	false	The time the queue was created
definition	object	false	false	Conditions when queue could be applied
description	string	false	false	The description of the queue
id	string	true	false	Automatically assigned when creating queue
name	string	false	false	The name of the queue
order	integer	false	false	The queue-applied order
primary_groups	object	false	false	Primary group ids linked to the queue
priority	integer	false	false	The queue-applied priority
secondary_groups	object	false	false	Secondary group ids linked to the queue
updated_at	string	true	false	The time of the queue's last update
url	string	true	false	The API URL of the queue

Example

{  "created_at": "2023-11-27T09:03:59Z",  "definition": {    "all": [      {        "field": "priority",        "operator": "is",        "value": "urgent"      }    ],    "any": []  },  "description": "Queue description",  "id": "01HG80ATNNZK1N7XRFVKX48XD6",  "name": "New queue with valid definition",  "order": 1,  "primary_groups": {    "count": 2,    "groups": [      {        "id": 6784729637757,        "name": "EWR"      },      {        "id": 5399674286077,        "name": "test"      }    ]  },  "priority": 1,  "secondary_groups": {    "count": 0,    "groups": []  },  "updated_at": "2023-11-27T09:03:59Z",  "url": "https://company.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6.json"}

List queues

GET /api/v2/queues
GET /api/v2/queues

Returns all active queues for an account.

Allowed For

Admins

Details

Rate limit for showing omnichannel routing queues exceeded. Please wait 1 minute and try again

Rate Limits	Scopes	Interval	Sandbox	Trial	Default
Standard		1 minute	N/A	N/A	30

"Default" applies to all Zendesk suite and support plans. Please refer to the general account limits for more information.

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/queues.json \  -v -u {email_address}/token:{api_token}

import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/queues"	method := "GET"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}

Java

import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/queues")		.newBuilder();String userCredentials = "your_email_address" + "/token:" + "your_api_token";String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("GET", null)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", basicAuth)		.build();Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var config = {  method: 'GET',  url: 'https://example.zendesk.com/api/v2/queues',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});

Python

import requestsfrom requests.auth import HTTPBasicAuth
url = "https://example.zendesk.com/api/v2/queues"headers = {	"Content-Type": "application/json",}email_address = 'your_email_address'api_token = 'your_api_token'# Use basic authenticationauth = HTTPBasicAuth(f'{email_address}/token', api_token)
response = requests.request(	"GET",	url,	auth=auth,	headers=headers)
print(response.text)

Ruby

require "net/http"require "base64"uri = URI("https://example.zendesk.com/api/v2/queues")request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")email = "your_email_address"api_token = "your_api_token"credentials = "#{email}/token:#{api_token}"encoded_credentials = Base64.strict_encode64(credentials)request["Authorization"] = "Basic #{encoded_credentials}"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

Example response(s)

200 OK

// Status 200 OK
{  "queues": [    {      "created_at": "2023-11-27T09:03:59Z",      "definition": {        "all": [          {            "field": "priority",            "operator": "is",            "value": "urgent"          }        ],        "any": []      },      "description": "Queue description",      "id": "01HG80ATNNZK1N7XRFVKX48XD6",      "name": "New queue with valid definition",      "order": 1,      "primary_groups": {        "count": 2,        "groups": [          {            "id": 6784729637757,            "name": "EW"          },          {            "id": 5399674286077,            "name": "test"          }        ]      },      "priority": 1,      "secondary_groups": {        "count": 0,        "groups": []      },      "updated_at": "2023-11-27T09:03:59Z",      "url": "https://company.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6.json"    }  ]}

Show Queue

GET /api/v2/queues/{queue_id}

Returns a queue for the given queue id.

Allowed For

Agents

Parameters

Name	Type	In	Required	Description
queue_id	string	Path	true	The id of the omnichannel routing queue

Details

Rate limit for querying an omnichannel routing queue exceeded. Please wait 1 minute and try again

Rate Limits	Scopes	Interval	Sandbox	Trial	Default
Standard		1 minute	N/A	N/A	50

"Default" applies to all Zendesk suite and support plans. Please refer to the general account limits for more information.

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/queues/{queue_id}.json \  -v -u {email_address}/token:{api_token}

import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6"	method := "GET"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}

Java

import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6")		.newBuilder();String userCredentials = "your_email_address" + "/token:" + "your_api_token";String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("GET", null)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", basicAuth)		.build();Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var config = {  method: 'GET',  url: 'https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});

Python

import requestsfrom requests.auth import HTTPBasicAuth
url = "https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6"headers = {	"Content-Type": "application/json",}email_address = 'your_email_address'api_token = 'your_api_token'# Use basic authenticationauth = HTTPBasicAuth(f'{email_address}/token', api_token)
response = requests.request(	"GET",	url,	auth=auth,	headers=headers)
print(response.text)

Ruby

require "net/http"require "base64"uri = URI("https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6")request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")email = "your_email_address"api_token = "your_api_token"credentials = "#{email}/token:#{api_token}"encoded_credentials = Base64.strict_encode64(credentials)request["Authorization"] = "Basic #{encoded_credentials}"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

Example response(s)

200 OK

// Status 200 OK
{  "queue": {    "created_at": "2023-11-27T09:03:59Z",    "definition": {      "all": [        {          "field": "priority",          "operator": "is",          "value": "urgent"        }      ],      "any": []    },    "description": "Queue description",    "id": "01HG80ATNNZK1N7XRFVKX48XD6",    "name": "New queue with valid definition",    "order": 1,    "primary_groups": {      "count": 2,      "groups": [        {          "id": 6784729637757,          "name": "EW"        },        {          "id": 5399674286077,          "name": "test"        }      ]    },    "priority": 1,    "secondary_groups": {      "count": 0,      "groups": []    },    "updated_at": "2023-11-27T09:03:59Z",    "url": "https://company.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6.json"  }}

Create Queue

POST /api/v2/queues

Creates a queue. Accepts a JSON queue definition as the request body.

Allowed For

Admins

Details

Rate limit for creating omnichannel routing queues exceeded. Please wait 1 minute and try again

Rate Limits	Scopes	Interval	Sandbox	Trial	Default
Standard		1 minute	N/A	N/A	50

"Default" applies to all Zendesk suite and support plans. Please refer to the general account limits for more information.

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/queues.json \  -H "Content-Type: application/json" \  -d '{ "queue": { "name": "New queue", "description": "Queue description", "priority": 10, "definition": {   "all": [  {    "field": "priority",    "operator": "is",    "value": "urgent"  }   ],   "any": [  {    "field": "priority",    "operator": "is",    "value": "normal"  }   ] }, "primary_groups_id": [1100002759994], "secondary_groups_id": [4398063790591] }}' \  -v -u {email_address}/token:{api_token} -X POST

import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/queues"	method := "POST"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}

Java

import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/queues")		.newBuilder();RequestBody body = RequestBody.create(MediaType.parse("application/json"),		"""""");String userCredentials = "your_email_address" + "/token:" + "your_api_token";String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("POST", body)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", basicAuth)		.build();Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var config = {  method: 'POST',  url: 'https://example.zendesk.com/api/v2/queues',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});

Python

import requestsfrom requests.auth import HTTPBasicAuth
url = "https://example.zendesk.com/api/v2/queues"headers = {	"Content-Type": "application/json",}email_address = 'your_email_address'api_token = 'your_api_token'# Use basic authenticationauth = HTTPBasicAuth(f'{email_address}/token', api_token)
response = requests.request(	"POST",	url,	auth=auth,	headers=headers)
print(response.text)

Ruby

require "net/http"require "base64"uri = URI("https://example.zendesk.com/api/v2/queues")request = Net::HTTP::Post.new(uri, "Content-Type": "application/json")email = "your_email_address"api_token = "your_api_token"credentials = "#{email}/token:#{api_token}"encoded_credentials = Base64.strict_encode64(credentials)request["Authorization"] = "Basic #{encoded_credentials}"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

Example response(s)

201 Created

// Status 201 Created
{  "queue": {    "created_at": "2023-11-27T09:03:59Z",    "definition": {      "all": [        {          "field": "priority",          "operator": "is",          "value": "urgent"        }      ],      "any": []    },    "description": "Queue description",    "id": "01HG80ATNNZK1N7XRFVKX48XD6",    "name": "New queue with valid definition",    "order": 1,    "primary_groups": {      "count": 2,      "groups": [        {          "id": 6784729637757,          "name": "EW"        },        {          "id": 5399674286077,          "name": "test"        }      ]    },    "priority": 1,    "secondary_groups": {      "count": 0,      "groups": []    },    "updated_at": "2023-11-27T09:03:59Z",    "url": "https://company.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6.json"  }}

Update Queue

PUT /api/v2/queues/{queue_id}

Updates the queue definition for a given queue id.

Allowed For

Admins

Parameters

Name	Type	In	Required	Description
queue_id	string	Path	true	The id of the omnichannel routing queue

Details

Rate limit for updating omnichannel routing queues exceeded. Please wait 1 minute and try again

Rate Limits	Scopes	Interval	Sandbox	Trial	Default
Standard		1 minute	N/A	N/A	50

"Default" applies to all Zendesk suite and support plans. Please refer to the general account limits for more information.

Code Samples

curl

curl -X PUT https://{subdomain}.zendesk.com/api/v2/queues/{queue_id}.json \  -H "Content-Type: application/json" \  -d '{ "queue": { "name": "New queue 2", "description": "Queue description 2", "priority": 10, "definition": {   "all": [  {    "field": "priority",    "operator": "is",    "value": "urgent"  }   ],   "any": [  {    "field": "priority",    "operator": "is",    "value": "normal"  }   ] }, "primary_groups_id": [1100002759994], "secondary_groups_id": [4398063790591] }}' \  -v -u {email_address}/token:{api_token}

import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6"	method := "PUT"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}

Java

import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6")		.newBuilder();RequestBody body = RequestBody.create(MediaType.parse("application/json"),		"""""");String userCredentials = "your_email_address" + "/token:" + "your_api_token";String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("PUT", body)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", basicAuth)		.build();Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var config = {  method: 'PUT',  url: 'https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});

Python

import requestsfrom requests.auth import HTTPBasicAuth
url = "https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6"headers = {	"Content-Type": "application/json",}email_address = 'your_email_address'api_token = 'your_api_token'# Use basic authenticationauth = HTTPBasicAuth(f'{email_address}/token', api_token)
response = requests.request(	"PUT",	url,	auth=auth,	headers=headers)
print(response.text)

Ruby

require "net/http"require "base64"uri = URI("https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6")request = Net::HTTP::Put.new(uri, "Content-Type": "application/json")email = "your_email_address"api_token = "your_api_token"credentials = "#{email}/token:#{api_token}"encoded_credentials = Base64.strict_encode64(credentials)request["Authorization"] = "Basic #{encoded_credentials}"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

Example response(s)

200 OK

// Status 200 OK
{  "queue": {    "created_at": "2023-09-27T09:06:34Z",    "definition": {      "all": [        {          "field": "priority",          "operator": "is",          "value": "urgent"        }      ],      "any": []    },    "description": "Queue description 2",    "id": "01HG80ATNNZK1N7XRFVKX48XD6",    "name": "New queue 2",    "order": 1,    "primary_groups": {      "count": 1,      "groups": [        {          "id": 1100002759994,          "name": "Sales"        }      ]    },    "priority": 10,    "secondary_groups": {      "count": 1,      "groups": [        {          "id": 4398063790591,          "name": "Support"        }      ]    },    "updated_at": "2023-10-13T10:58:25Z",    "url": "https://{subdomain}.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6.json"  }}

Delete Queue

DELETE /api/v2/queues/{queue_id}

Deletes the queue and related records.

Allowed For

Admins

Parameters

Name	Type	In	Required	Description
queue_id	string	Path	true	The id of the omnichannel routing queue

Details

Rate limit for deleting omnichannel routing queues exceeded. Please wait 1 minute and try again

Rate Limits	Scopes	Interval	Sandbox	Trial	Default
Standard		1 minute	N/A	N/A	50

"Default" applies to all Zendesk suite and support plans. Please refer to the general account limits for more information.

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/queues/{queue_id}.json \  -v -u {email_address}/token:{api_token} -X DELETE

import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6"	method := "DELETE"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body)	if err != nil {		fmt.Println(err)		return	}	fmt.Println(string(body))}

Java

import com.squareup.okhttp.*;OkHttpClient client = new OkHttpClient();HttpUrl.Builder urlBuilder = HttpUrl.parse("https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6")		.newBuilder();String userCredentials = "your_email_address" + "/token:" + "your_api_token";String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());
Request request = new Request.Builder()		.url(urlBuilder.build())		.method("DELETE", null)		.addHeader("Content-Type", "application/json")		.addHeader("Authorization", basicAuth)		.build();Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var config = {  method: 'DELETE',  url: 'https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6',  headers: {	'Content-Type': 'application/json',	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"  },};
axios(config).then(function (response) {  console.log(JSON.stringify(response.data));}).catch(function (error) {  console.log(error);});

Python

import requestsfrom requests.auth import HTTPBasicAuth
url = "https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6"headers = {	"Content-Type": "application/json",}email_address = 'your_email_address'api_token = 'your_api_token'# Use basic authenticationauth = HTTPBasicAuth(f'{email_address}/token', api_token)
response = requests.request(	"DELETE",	url,	auth=auth,	headers=headers)
print(response.text)

Ruby

require "net/http"require "base64"uri = URI("https://example.zendesk.com/api/v2/queues/01HG80ATNNZK1N7XRFVKX48XD6")request = Net::HTTP::Delete.new(uri, "Content-Type": "application/json")email = "your_email_address"api_token = "your_api_token"credentials = "#{email}/token:#{api_token}"encoded_credentials = Base64.strict_encode64(credentials)request["Authorization"] = "Basic #{encoded_credentials}"response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|	http.request(request)end

Example response(s)

204 No Content

// Status 204 No Content
null

List Queue Definitions

GET /api/v2/queues/definitions
GET /api/v2/queues/definitions

Returns the definitions of the queues and the definitions of the conditions under which a queue can execute. The definition of the action includes a title ("Status"), a type ("list"), and possible values. The definition of the condition includes the same fields as well as the possible operators.

Allowed For

Admins

Details

Rate limit for querying queue definitions exceeded. Please wait 1 minute and try again

Rate Limits	Scopes	Interval	Sandbox	Trial	Default
Standard		1 minute	N/A	N/A	30

"Default" applies to all Zendesk suite and support plans. Please refer to the general account limits for more information.

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/queues/definitions.json \  -v -u {email_address}/token:{api_token}

import (	"fmt"	"io"	"net/http")
func main() {	url := "https://example.zendesk.com/api/v2/queues/definitions"	method := "GET"	req, err := http.NewRequest(method, url, nil)
	if err != nil {		fmt.Println(err)		return	}	req.Header.Add("Content-Type", "application/json")	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"
	client := &http.Client {}	res, err := client.Do(req)	if err != nil {		fmt.Println(err)		return	}	defer res.Body.Close()
	body, err := io.ReadAll(res.Body

Agent Availability API

Capacity Rules

Unified Agent Status API

Account Groups Availability API

Queues API

Omnichannel Routing Queues

JSON format

Example

List queues

Allowed For

Details

Code Samples

Example response(s)

Show Queue

Allowed For

Parameters

Details

Code Samples

Example response(s)

Create Queue

Allowed For

Details

Code Samples

Example response(s)

Update Queue

Allowed For

Parameters

Details

Code Samples

Example response(s)

Delete Queue

Allowed For

Parameters

Details

Code Samples

Example response(s)

List Queue Definitions

Allowed For

Details

Code Samples