Zendesk Chat Queue

Business hours

Stats and the leaderboard only count chats received during these hours.

Timezone

Opens at

Closes at

Active days

Departments

Routes incoming chats to a department based on Zendesk tags. The last row (no tag) is the default catch-all.

Integrations

Get Slack alerts the moment a chat crosses your urgent threshold without a reply.

Slack

Post alerts to a channel when a chat breaches the urgent threshold during business hours.

Urgency thresholds

When chats turn yellow (warning) and red (urgent) in the queue.

Warning at (seconds)

Urgent at (seconds)

Stats & leaderboard

Ignore replies slower than (hours)

Min chats for leaderboard

Outliers like overnight replies skew averages. Agents need at least the minimum number of chats to appear on the "Fastest" leaderboard.

Hide performance dashboard

Hides the response-time cards, chart, and leaderboard. The live queue and sound alerts are not affected.