Announcing larger queue sizes for Voice with omnichannel routing

Announced on | Rollout on
July 25, 2025 | July 25, 2025

We're pleased to announce, that based on your feedback, we've changed the maximum queue size that Professional and Enterprise customers can configure in Voice settings.

This article contains the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Professional and Enterprise customers using Voice with omnichannel routing can now set a maximum queue size of up to 1,500 directly in Voice settings. The previous self‑service limit was 60, with higher caps requiring contact with Zendesk support.

Why is Zendesk making this change?

For many high-volume customers, the 60 call limit was not enough. Although large sizes had always been available, they needed to be manually applied upon request, which would take time and create friction.

Raising the self‑service ceiling to 1,500 helps you:

Absorb traffic spikes without staff scrambling to raise limits.

Keep callers in the queue instead of sending them to voicemail or dial‑tone failure.

Align call, messaging, and social channels under a single omnichannel SLA.

The change reduces friction for admins and improves the end-customer experience.

What do I need to do?

No action is required. You'll find the queue size control in your Voice settings. Select the queue size that best fits your needs.

Larger queues can increase wait times if staffing levels stay the same, so we suggest checking your queue-time and abandonment reports after the change. Some online calculators can assist you in planning staffing by adjusting variables such as queue size, queue wait time, and average handling time.

If you have a Professional or Enterprise plan and, either have OCR enabled and require a queue size larger than 1,500, or are not using OCR and need a queue size greater than 60, you can still submit a ticket to Zendesk customer support. Our team will then validate your request before applying the necessary increase.