Announcing Custom Queues API

Announced on | Rollout on
March 25, 2026 | March 25, 2026

We’re excited to announce the launch of the Custom Queues API, a comprehensive solution for accessing detailed, channel-specific queue metrics across email, messaging, and voice channels. This API enhances our queues reporting capabilities by providing access via API endpoints to a broad set of metrics across all supported channels (email, messaging, and voice).

This announcement includes the following sections:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

The new Custom Queues API lets you extract valuable metrics, giving you the power to build rich, customized reports and optimize your omnichannel support operations like never before.

Key updates include:

Access to metrics like acceptance rate, average queue size, inbound and outbound traffic counts, and queue wait times.

Flexible filtering options by queue ID, channel, event type, and time interval.

Ability to retrieve historical data for up to 90 days.

Why is Zendesk making this change?

This update addresses customer feedback requesting more comprehensive and flexible queue analytics. By expanding metric availability to the Talk for voice channel and introducing advanced metrics such as acceptance rate and queue size snapshots, Zendesk empowers customers to perform detailed analysis, tailor reporting to their business needs, and improve support efficiency and customer satisfaction.

What do I need to do?

To get started with the Custom Queues API:

Review the Queue Events API documentation to understand how to call the endpoints and use the available parameters.

Look over the API recipes to see examples of extracting and working with the queue metrics.

Measuring queue size using the Custom Queues API

Measuring acceptance rate using the Custom Queues API

Measuring queue wait time using the Custom Queues API

Utilize the new metrics like acceptance rate and queue size to enhance your reporting and optimize operations.

If you have feedback or questions related to this announcement or if you need general assistance with your Zendesk products, contact Zendesk Customer Support.