Sales activities are often scattered across different areas of the CRM—tasks in Activities, approvals in workflows, records across modules, and messages through integrated channels. This fragmentation can make it difficult to stay on top of critical work.

Workqueue provides a centralized workspace that brings together all your important items in one place. You can view, prioritize, and take action on tasks, meetings, calls, approvals, and record-specific worklists from a single screen. For managers, Workqueue also offers visibility into their team’s queues, enabling easier tracking and coordination.

Workqueue is available as a fixed tab, located next to the Home tab in Zoho CRM.

Key Benefits

• Access all work items—activities, approvals, custom record queues, and communications—from one screen.
• Perform follow-up actions directly from the queue without navigating across modules.
• Create personalized queues using module filters, criteria, or date ranges.
• View overdue and high-priority items highlighted for quick attention.
• Managers can monitor and manage team queues in real time.
  

Sections in Workqueue

Workqueue is divided into three main sections for all users. Let's look at them one by one.

1. My Open Activity

This section consolidates all open activities assigned to you, including:

• Tasks
  
• Meetings
  
• Calls
  
• Appointments

You can filter activities based on status like whether they're scheduled for today or they're overdue based on your requirements. You can stay updated on what's scheduled for the day, what's pending as well as get a heads up on what's ahead so you can prepare your sales pitches or get insights before the call, meeting, or task. 

Items are color-coded by status:

• Red – Overdue
• Green – Upcoming

You can edit, or delete an activity based on requirement from the open activity list directly.

You can also mark it as completed directly clicking on the green tick.

Notes:

• You can use the smart filters to filter records listed under each activity. 
• You can also manage the columns shown for each activity from the manage columns option.
  

2. My Workqueues

This section provides you custom record views based on your needs. You can view and manage records assigned to you from the system defined and custom modules. For example Leads assigned to you in the last 3 hours, or one week. Ultimately, simplifying the navigation needed within Zoho CRM, and enhances your efficiency bringing it all into one single space.

• Import existing module views.
• Apply date-based filters (e.g., Contacts created today).
• Define criteria-based filters (e.g., Annual Revenue > $100,000).

Items are categorized as:

• My Records – Records you own and shared to you.
• Other User Records – Records owned by your subordinate users but visible to you.

Actions such as updating fields, sending emails, following up, or converting leads can be performed directly from the queue.

Creating new Workqueues

1. Click on the + button beside My Workqueues.
2. On the pop-up for suggested queues, you can select any existing system defined woekqueues that are suggested and click Add to Queue.
   
3. If you want to create a custom queue, click the Create Queue button on the pop-up and follow the steps below:

1. Select the module.
2. Choose the Queue categorization: Custom view, Date field, Criteria
3. For custom view:

1. Select the custom view.
2. Add the view name.
   

4. For date field:

1. Select the specific date field you want to be considered.
2. Add the comparator.
3. Select the value in days or weeks.
   
4. You can also use the unique time-based filters In the Last and Due In to filter records created in the last seven hours, three days, or one week, or to find activities that are due in specific upcoming hours, days, or weeks.
    

5. For criteria:

1. Select the criteria you want for the queue, such as annual revenue greater than or equal to 10000 for high value leads.
   

6. Select who should be able to access the queue.
   
   

You can also create a queue for the specific module directly from the queue section:

Manage Workqueues

To manage Workqueues:

1. Click on the setup gear icon beside My Workqueues list.
2. On the pop-up, you can drag to arrange your queues as prefered as well as select or unselect a queue.
   
3. You can do this rearranging in either the Category View or the List View.
   

3. My Jobs 

This section lists all items that require your approval or decision. Examples include:

• Approval processes
• Review processes
• Blueprint actions
• Image validation (via Zia Vision)

From here, you can approve, reject, or delegate requests with a single click.

Manager View

Note: This feature is supported for Enterprise and above editions.

Managers can access a dedicated view to track their team’s queues. This includes:

• Real-time visibility into subordinates’ work items
• Monitoring progress and overdue tasks
• Assigning or escalating work
• Initiating direct communication (chat, email, call) from within the queue

This helps managers maintain oversight of team productivity and ensures timely follow-ups.

Accessing Workqueue

• Workqueue is available as a fixed module, displayed next to the Home tab.