[Release announcement] Layouts + Contextual Workspaces is now live for EAP customers. You can now apply custom layouts based on brand, group, form, and more! | Community
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[Release announcement] Layouts + Contextual Workspaces is now live for EAP customers. You can now apply custom layouts based on brand, group, form, and more!

  • May 16, 2023
  • 4 replies
  • 0 views
Paul47

Hi everyone, thanks for using Layout Builder and providing feedback through the various channels. One major feature request that has bubbled up is the ability to apply a custom layout to a particular group of agents, when a specific form is used, when a set of tags are present, etc.

We heard you and listened! I'm excited to share that the team behind Layout Builder has shipped layouts with Contextual Workspaces as an enhancement to our EAP customers on Tuesday, June 27th! 

You are now able to trigger a custom layout for any of the following conditions in Contextual Workspaces:

  • Status category
  • Number of incidents
  • Brand
  • Form
  • Type
  • Priority
  • Group
  • Assignee
  • Org
  • Tags
  • Channel
  • Satisfaction
  • Satisfaction Reason
  • Subject text
  • Ticket Status

Here is the Help Center article to help you set this up: Setting up contextual workspaces

If there are other conditions that you'd like to trigger a custom layout to display, please add that to this thread so we can add those for consideration. When proposing an additional condition, please include a brief description of your use case. Thanks!

      4 replies

      L
      • Lydia16
      • May 16, 2023

      This may be premature to ask, but would there be more than 20 layouts we could create with this release? (just thinking about the different groups we have and tags in our space) 

      Paul47
      • Paul47
      • Author
      • May 23, 2023

      @lydia16 thanks for your question on the number of layouts! While there are no immediate plans to increase the 20 layout limit, it is possible to scale this upwards in the future if we see a large number of customers using layout builder pushing up against that limit.

      Do you have a rough sense of how many layouts would be needed to cover your use case?

      L
      • Lydia16
      • May 24, 2023

      Paul Von thanks for your comment and this info, this is really exciting! Answering your question, I'm checking out our Zendesk space and we do have about 50 brands in there, ideally a layout per brand would be nice, but I haven't played around with the custom layout too much, so I may be over thinking how often we will use a custom layout. 

        J
        • JJ89
        • November 7, 2023

        Hey folks!

        Extending a warm invite for everyone on this thread to join us on Tuesday, November 14th at 11 AM CDT for our live PM Roundtable on Layout Builder community event, where you'll get to live chat with @paul47, myself, and other PMs looking after customization at Zendesk.

        We'll be going over the 2024 roadmap and long-term vision of Layout Builder, in addition to our customization strategy around Agent Workspace.

        We'll then open it up to the floor for discussion on any questions regarding Layout Builder, feedback on the current state of the product, feedback on our roadmap, feature requests regarding Agent Workspace customization that you would like to see us bake in, sharing best practices around creating custom layouts, and so much more.

        We'd love to see y'all there!

        Cheers,
        JJ

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