Custom ticket layouts are created using an intuitive layout builder. Layout builder enables you to pick which components to include on a Support ticket, with the ability to arrange and size them as you see fit. You have the power to create the exact layout you need.
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I have also registered myself, and I hope it has the flexibility to display "Knowledge" and "Apps" into 1 50/50 splitt bar.
Would an App be available both in its App and the All apps component?
Also, are these customizable per Contextual Workspace, or Agent Role?
Could the same component space be populated by 2 different apps based on Agent Role/Group?
EDIT - Info from the signup form:
A custom layout cannot yet be used in Contextual Workspaces to conditionally trigger a particular layout -- we are working on this for a future release.
Additional info from the signup form:
Custom layouts can only be created for the Support ticket page
Up to 100 custom layouts can be created, but only a single layout can be set as the active one all agents will use
A custom layout cannot yet be used in Contextual Workspaces to conditionally trigger a particular layout -- we are working on this for a future release
Only admins can create custom layouts. Custom roles do not have access at this time
Heavily customized layouts may see longer page load times as we need to fetch more assets to render the custom page
Some create, edit, delete guardrails may not yet be in place to warn admins about unsaved changes, deletion of a created layout, or error states
Layout Builder is optimized to support screen sizes 1280x720 and higher. Smaller screen sizes may experience suboptimal presentation of a custom layout
@tobias12 Thank you for your interest and for registering for the layout builder EAP!
Yes, the feature will allow for you to stack components such as Knowledge and All Apps on top of each other in a single column. You can choose to default this to a 50/50 vertical split or customize that split to your liking.
@rafael20 please see below for my responses to your questions!
Would an App be available both in its App and the All apps component?
In a custom layout, an app can exist as its own standalone component OR within the All Apps component, but not both. If an app is placed as a standalone component, it will not be shown in the All Apps component.
are these customizable per Contextual Workspace, or Agent Role?
For our future release later this year, we'll be incorporating custom layouts into contextual workspaces so that layouts can be conditionally triggered. At the moment, role is not a supported condition. One workaround would be to create a group that contains a set of desired agents and utilize that as the condition to trigger a custom layout.
Could the same component space be populated by 2 different apps based on Agent Role/Group?
You could achieve this by creating two separate custom layouts (or cloning an existing one) and customizing each with your desired set of apps. Then in contextual workspaces, you could then conditionally trigger each custom layout for the group of agents it is relevant to.
Are there any plans to include the Organization view into layout builder? I really like how we have a customer view in the context menu - but Organizations are kind of "forgotten" about. This would be especially important with lookup relationship fields
@shayan11 great question! There is a item in our backlog to explore how we can enable non-ticket components such as an Org view to be placed within a custom layout via Layout Builder. The plan is to scope this out in the latter half of this year to understand feasibility and see if this is something we can prioritize. Stay tuned.
@paul47 Thank you for the reply. I am glad this is in the backlog.
I have seen that layout builder was suggested to some people who were not satisfied with the agent workspace layout of comments (changing from latest reply at the top to latest reply at the bottom)
Will layout builder address this issue? I.e. will we be able to have a more E-Mail focused layout (comments should appear from latest reply at the top) for agents handling mostly Email Tickets?
Even after getting used to it, the layout of Agent workspace simply isn't made for email communication (for example most customers will have long imprints at the bottom of their message) - this leads to a lot of scrolling up and down and undermines the UX for agents.
@shayan11 Yes, we have strong feedback from customers regarding the positioning of the composer and the direction of composer comments, particularly for email use cases!
This initial release of Layout Builder will not account for reordering of the composer position or the direction of the comments. However, the conversation is ongoing with the larger Agent Workspace team on how we can best address this pain point, where this setting should live, and when this can be prioritized.
We appreciate your feedback and I'll certainly pass this along to the rest of the team.
Hi @paul47,
This very pretty disappointing to hear! The biggest outcry on the community right now and from many other customers is the lack of ability to reverse the comments since the new agent workspace was introduced. Customers have been advised all over the community that this new layout builder will address this issue, and now you're saying this issue is not even part of the initial release? Cop out!
It's poor with an initial release there's been no community consultant to ask custoemrs what they really want to see first, versus was developers want to build.
How much longer do customers have to wait for the 1 thing that they truly want to change? Forget about the rest and implement the comment change first - youll most likely find a large uptake in customers then using the new feature simply because they can reverse the comments back to how they prefer.
Hard agree with @amie11. The reversed UI is terrible for email support.
With as many people who have voiced their grievances about the new UI change, a higher priority should be focused on that area.
Hopefully, this will be considered in the future, because the Agent workspace with its current UI is near unusable.
The biggest blocker for me rolling out the Agent Workspace so far has been previous negative experiences for email / web form support due to the ordering of comments. It has disappointing to repeatedly see posts from Zendesk Product Managers reporting that this change is still only being evaluated…
@amie11, @eli21, @robert17 -- we appreciate the feedback that you've provided above and for your patience with us as we discussed internally how to address this pain point. I may have some good news on the topic of convolog configuration via Layout Builder!
Please see the update here: https://support.zendesk.com/hc/en-us/community/posts/4409222725530/comments/5937199501338
@paul47 I want to express my sincere appreciation for bringing this matter to our attention and collaborating closely with your engineering team to facilitate its implementation. Based on my interpretation of the article, the proposed update holds great promise in effectively addressing the challenges we've encountered with the agent workspace. I am grateful for your efforts in making this possible!
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