Zendesk

Zendesk Omnichannel Routing Queues API

The Omnichannel Routing Queues API from Zendesk — 4 operation(s) for omnichannel routing queues.

Documentation GitHub OpenAPI

Business capability

Contact Centre Operations Management BC-430.30

Operations 7

Each operation below carries the questions people ask an LLM about it and the instructions they give an agent to run it. Generated by API Evangelist overlay

GET /api/v2/queues List routing queues · Zendesk Get Api V2 Queues #

Ask an LLM

“What omnichannel routing queues are active in my account?”

“Can I see all my routing queues?”

Tell an agent

List all routing queues.

Show every active omnichannel queue.

POST /api/v2/queues Create a routing queue · Zendesk Post Api V2 Queues #

Ask an LLM

“Can I create a new omnichannel routing queue?”

“What goes into a queue definition?”

Tell an agent

Create a routing queue for VIP customers.

Add a new queue from this definition.

GET /api/v2/queues/{queue_id} Get a routing queue · Zendesk Get Api V2 Queues Queue_id #

Ask an LLM

“How do I look up one routing queue's definition?”

“Can agents view a specific queue?”

Tell an agent

Show this routing queue.

Get one queue's definition.

PUT /api/v2/queues/{queue_id} Update a routing queue · Zendesk Put Api V2 Queues Queue_id #

Ask an LLM

“Can I change the conditions or groups of a routing queue?”

“Who is allowed to update a queue?”

Tell an agent

Update this queue to route to a different group.

Change the definition of one routing queue.

DELETE /api/v2/queues/{queue_id} Delete a routing queue · Zendesk Delete Api V2 Queues Queue_id #

Ask an LLM

“Can I delete a routing queue and its related records?”

“Is deleting a queue reversible?”

Tell an agent destructive · confirm first

Delete this routing queue.

Remove one queue and its related records.

GET /api/v2/queues/definitions Get queue condition definitions · Zendesk Get Api V2 Queues Definitions #

Ask an LLM

“What conditions can a routing queue use?”

“Where do I find the allowed values for queue conditions?”

Tell an agent

Get the queue and condition definitions.

Show what conditions a queue can evaluate.

PATCH /api/v2/queues/order Reorder routing queues · Zendesk Patch Api V2 Queues Order #

Ask an LLM

“Can I change the order routing queues are evaluated in?”

“Do I have to include every queue id when reordering?”

Tell an agent

Reorder the routing queues in this sequence.

Move the VIP queue to be evaluated first.

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OpenAPI Specification

openapi: 3.2.0
info:
  version: '1.0'
  title: Zendesk Queues Omnichannel Routing Queues API
  description: Needs a description.
tags:
- name: Omnichannel Routing Queues
paths:
  /api/v2/queues:
    get:
      operationId: ListQueues
      tags:
      - Omnichannel Routing Queues
      summary: Zendesk Get Api V2 Queues
      description: 'Returns all active queues for an account.


        #### Allowed For


        * Admins'
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/QueuesResponse'
              examples:
                default:
                  $ref: '#/components/examples/QueuesResponseExample'
    post:
      operationId: CreateQueue
      tags:
      - Omnichannel Routing Queues
      summary: Zendesk Post Api V2 Queues
      description: 'Creates a queue. Accepts a JSON queue definition as the request body.


        #### Allowed For


        * Admins'
      responses:
        '201':
          description: Created response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/QueueResponse'
              examples:
                default:
                  $ref: '#/components/examples/QueueCreateResponseExample'
  /api/v2/queues/{queue_id}:
    parameters:
    - $ref: '#/components/parameters/OcrQueueId'
    get:
      operationId: ShowQueueById
      tags:
      - Omnichannel Routing Queues
      summary: Zendesk Get Api V2 Queues Queue_id
      description: 'Returns a queue for the given queue id.

        #### Allowed For


        * Agents'
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/QueueResponse'
              examples:
                default:
                  $ref: '#/components/examples/QueueResponseExample'
    put:
      operationId: UpdateQueue
      tags:
      - Omnichannel Routing Queues
      summary: Zendesk Put Api V2 Queues Queue_id
      description: 'Updates the queue definition for a given queue id.

        #### Allowed For


        * Admins'
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/QueueResponse'
              examples:
                default:
                  $ref: '#/components/examples/QueuesUpdateResponseExample'
    delete:
      operationId: DeleteQueue
      tags:
      - Omnichannel Routing Queues
      summary: Zendesk Delete Api V2 Queues Queue_id
      description: 'Deletes the queue and related records.

        #### Allowed For


        * Admins'
      responses:
        '204':
          description: No content response
  /api/v2/queues/definitions:
    get:
      operationId: ListQueueDefinitions
      tags:
      - Omnichannel Routing Queues
      summary: Zendesk Get Api V2 Queues Definitions
      description: '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'
      responses:
        '200':
          description: Success response
          content:
            application/json:
              schema:
                $ref: '#/components/schemas/DefinitionsResponse'
              examples:
                default:
                  $ref: '#/components/examples/DefinitionsResponseExample'
  /api/v2/queues/order:
    patch:
      operationId: ReorderQueues
      tags:
      - Omnichannel Routing Queues
      summary: Zendesk Patch Api V2 Queues Order
      description: 'Alters the evaluation order of OCR queues in the account.

        The evaluation order is set in a `queue_ids` array in the request body.


        You must include every queue id in your account to reorder the OCR queues. If not, the endpoint will return 400 Bad Request.


        #### Allowed For


        * Admins'
      responses:
        '204':
          description: No Content
components:
  schemas:
    QueueResponse:
      type: object
      properties:
        queue:
          $ref: '#/components/schemas/QueueObject'
    QueuesResponse:
      type: object
      properties:
        queues:
          type: array
          items:
            $ref: '#/components/schemas/QueueObject'
    DefinitionsResponse:
      type: object
      properties:
        definitions:
          type: object
          properties:
            conditions_all:
              type: array
              items:
                type: object
                properties:
                  group:
                    type: string
                  nullable:
                    type: boolean
                  operators:
                    type: array
                    items:
                      type: object
                      properties:
                        terminal:
                          type: boolean
                        title:
                          type: string
                        value:
                          type: string
                  repeatable:
                    type: boolean
                  subject:
                    type: string
                  title:
                    type: string
                  type:
                    type: string
                  values:
                    type: array
                    items:
                      type: object
                      properties:
                        enabled:
                          type: boolean
                        title:
                          type: string
                        value:
                          type: string
            conditions_any:
              type: array
              items:
                type: object
                properties:
                  group:
                    type: string
                  nullable:
                    type: boolean
                  operators:
                    type: array
                    items:
                      type: object
                      properties:
                        terminal:
                          type: boolean
                        title:
                          type: string
                        value:
                          type: string
                  repeatable:
                    type: boolean
                  subject:
                    type: string
                  title:
                    type: string
                  type:
                    type: string
                  values:
                    type: array
                    items:
                      type: object
                      properties:
                        enabled:
                          type: boolean
                        title:
                          type: string
                        value:
                          type: string

Zendesk Omnichannel Routing Queues API

Operations 7

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