# How To Configure Queues

## Objective

Define the workstreams and channels to include in WFM planning.

## Environment

- You have permission to manage **Forecasting Settings**.
- You know which support workstreams need separate planning and which channels each one handles.

## Resolution

1. Open **Forecasting Settings** → **Queues** and review any existing queues, including queues imported from Zendesk.
2. To add a planning queue, select **New Queue**. Enter a **Queue Name** and select at least one planning channel. Select **Create Queue**.
3. For an existing queue, use its edit action to check its selected channels and save any correction with **Update Queue**.
4. Review the queue list to confirm each workstream has the intended channels. Use these queues when preparing a forecast.

If Zendesk-derived queues are missing, [verify the Zendesk data sync](/help/articles/verify-that-workforce-data-is-syncing/).

> Canonical page: https://zenops.cx/help/articles/configure-queues-and-channels/
> Audience: For administrators and planners
> Summary: Define the workstreams and channels used in planning.

## Notes on this article

### Note: A channel is required

After step 2 in resolution. Every new planning queue needs at least one selected channel.

## Visual references

- The Edit Queue form in ZenOps WFM. Review the queue name, priority, selected planning channels, and optional Zendesk ticket mapping rules.: [Edit Queue form showing the Email queue, priority 5, Email selected as a planning channel, and optional Zendesk ticket mapping rules.](https://zenops.cx/help/assets/configure-queue-form.png)