Announcing the ability to inspect, compare, snapshot, and deploy omnichannel routing queues between Zendesk environments

Announced on | Rollout starts
May 20, 2026 | May 20, 2026

Zendesk is excited to announce that configuration management now supports omnichannel routing queues.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Supporting omnichannel routing queues in sandboxes allow admins to safely build and refine routing setups end-to-end without affecting live operations. This update makes it easier for customers to configure, test, compare, and validate omnichannel routing behavior across environments before deploying it to their production environment.

Specifically, with this update you can now:

Configure omnichannel routing queues in sandboxes before deploying to production

Test routing behavior across environments with greater confidence

Validate how queues work alongside availability, capacity rules, and skills

Reduce the risk of misrouting overloading agents, or missing SLAs

Avoid manual recreation of queue configurations by deploying queue configurations between environments

For more information, see Inspecting sandbox and production account configurations and Deploying account configurations from one environment to another.

Why is Zendesk making this change?

Zendesk is continuing to expand coverage for the configuration management functionality, so you can configure, test, and deploy more Zendesk features with confidence across environments. The support for omnichannel routing queues are part or a broader effort to make sandbox support more complete for the core omnichannel routing functionality. The goal of this effort is to help customers adopt and manage routing changes more reliably and with less risk.

What do I need to do?

The support for omnichannel routing queues in configuration management is being rolled out automatically to all accounts with access to sandbox environments.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.