About custom layouts with layout builder

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36 Comments

  • 이지훈(Lee jihoon)

    I have been waiting for this feature for a long time. Thank you for the update.

    However, it should be possible to use multiple layouts simultaneously and apply each layout to the suitable agent or group.

    I hope this update will be applied quickly.

    7
  • Lisa Kelly
    Zendesk Documentation Team

    Thank you, Jihoon
    Support for multiple simultaneous layouts applied to contextual workspaces is definitely on our roadmap. 

    1
  • Landry Norman

    Does anyone know how agents that do not have access to certain apps would see the layouts? For example one of the columns has 2 apps that these agents don't have access to, would they see a blank column or would it just not display?

    0
  • Rebecca Weifenbach

    Agree, multiple layouts at one time is necessary. If employees don't have access to an app the layout options are limited without applying group level Layout settings. Any idea on timing?

    0
  • Paul Von
    Zendesk Product Manager

    이지훈(Lee jihoon) Rebecca Weifenbach - Thanks for the feedback! Good news is, this is exactly what the team is going to be tackling with the EAP now out the door. We'll be connecting Layouts with Contextual Workspace so that different layouts can be triggered for a specific group, ticket status, or any other condition that's already in Contextual Workspace.

    We are tentatively targeting a release of this functionality by the end of June 2023. Will keep folks posted once that timing becomes solidified and we can provide a more precise date.

    1
  • Michael
    User Group Leader
    Zendesk Luminary

    Is control over what fields and order on the ticket area on the roadmap?

    For example,

    • Group A doesn't need to see tags.
    • Group B wants tags but doesn't want to see the Form selector
    • Group C wants the followers hidden and the assignee to be the first field and the brand second and defaulted to the 3rd brand in the list.

    As an Enterprise organization, there are the type of requirements I frequently get.

    3
  • Paul Von
    Zendesk Product Manager

    Landry Norman in the case that a custom layout has an app that a particular agent doesn't have access to, the placement of that app would be maintained within the layout, but it would show the agent an error icon with the message "this app is no longer available".

     

    0
  • Paul Von
    Zendesk Product Manager

    Hi Michael, appreciate the question! That functionality is maintained by another product team who owns all things related to ticket fields and forms. I'll pass along that feedback so they can intake it for future consideration.  

    0
  • Landry Norman

    Paul Von that makes this feature unusable to us until contextual workspaces are integrated  

    1
  • Paul Von
    Zendesk Product Manager

    Landry Norman the development for hooking up contextual workspaces to layouts is underway. We are tentatively targeting that release for the end of June, and look forward to announcing a more exact date once the enhancement is closer to release ready!

    0
  • Mistyamber Reynolds

    Other than setting a custom layout as the default, how do we apply them?  I'm not seeing that in documentation.  I can't set a layout at the group, view, or trigger level so how do I use it?

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Mistyamber, 
    See Paul's comment immediately above your question. For the current EAP, you can only use a custom layout if you apply it as the default. But, we are working on the ability to use contextual workspaces to apply custom layouts. Once this feature is available, we will update the documentation. Stay tuned. 

    0
  • Lydia Forsyth

    Can we have different default layouts per brand in our Zendesk? Thinking it would be cool to customize per brand we have. 

    0
  • Paul Von
    Zendesk Product Manager

    Hi Lydia Forsyth! Once we ship our next release for custom layouts with Contextual Workspace, Brand will be one of the conditions that you can choose to trigger a custom layout within the ticket UI. We are currently targeting this next release around the end of June 2023.

    My recent post in the Layout Builder EAP community touches more on this topic and has a full list of the conditions that will be available for you to set custom layouts against: https://support.zendesk.com/hc/en-us/community/posts/5706915959578-Upcoming-summer-release-of-Layouts-Contextual-Workspaces-will-allow-application-of-multiple-layouts

    1
  • Hello, 

    In the standard layout the width of the columns is smaller that in the custom layouts that we can build. Is there a possibility to remove the limit of the width in the custom layouts so we can narrow them a little bit more? Specially the context panel. 

    Thank you!

    0
  • Paul Von
    Zendesk Product Manager

    Patrimonio Nacional - Venta de entradas thanks for the feedback! Improving the column and row sizing behavior within Layout Builder is being tracked as a backlog item for further evaluation in terms of technical feasibility and delivery timeframe.

    1
  • JJ Miclat
    Zendesk Product Manager

    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 Paul Von, 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

    0
  • Tatiana Christensen

    Hello, I hope this is the right place to ask about this.

    We have activated a custom layout, and it's set as default, and it seems to be working well.

    BUT, when creating a NEW ticket, the custom layout is not applied.

    Our reply field is on top in the custom layout, so it's confusing for the agents that on new tickets, the reply box is at the bottom. 

    Please share if we are missing something in the set up or if you can work on resolving this.

    0
  • Paul Von
    Zendesk Product Manager

    Hey Tatiana Christensen! Glad to hear that you are giving Layout Builder a go.

    What you are seeing is expected behavior as custom layouts are not supported on the new ticket page at the moment. That said, we can understand how it could be confusing for agents to have a variance in experience working on a new vs. an existing ticket if the reply field is in different place. We'll take your feedback into our backlog and evaluate how we can improve the experience in the future. Thanks for notifying us!

    0
  • Nora

    Is the Layout Builder in the Admin center? I am not seeing it

    0
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Nora,
    Thank you for your interest. The feature is still rolling out. See the Announcement for details. Also, you have to have an Enterprise (or Enterprise plus) plan with Agent Workspace activated to see the Layouts page in Admin Center and create custom layouts

    0
  • Steve Senez

    Would be really nice if we could make the customer context app two separate apps. One containing the customer context and the other containing just the interactions. 

    We are using an app in our layout that makes the customer context portion superfluous and would love to see the 'Interactions' without needing to scroll past the customer context portion. 

    0
  • Paul Von
    Zendesk Product Manager

    Thanks for submitting the feedback Steve Senez regarding splitting customer context into more discrete sub-components! I'll pass this onto the team that owns the customer context component for future consideration.

    0
  • Thomas Lang

    We used to be able to drag each column and resize them and it would stick every time I refreshed or logged back in. Now with the custom layouts, do I have to adjust it upon every refresh? Is there a setting missing or is this a known issue?

     

    0
  • Debbie
    Zendesk Customer Care

    Hi Thomas,

    Thanks for providing this feedback. I would like to understand more about the issue that you are encountering, so I will open a ticket on your behalf and I will reach out to you there so we can discuss it further.

    0
  • Johannes Garske

    Could you please fix the bottomline?

    It is really big, especially on small screens and it is way too big for the functions.

    Also the macros should be displayed under the textfield, because this is the place we need them.

     

    Thanks!

     

    0
  • Debbie
    Zendesk Customer Care

    Hi Johannes,

    Thank you for providing this feedback. In order to understand more about the issue that you are experiencing, I am going to open a ticket on your behalf and I will reach out to you there so we can discuss this further.

    1
  • Debbie
    Zendesk Customer Care

    Thanks again Thomas Lang for providing your feedback here on this post. After investigation of your reported issue regarding inconsistent resizing of fields, I just wanted to confirm that we have released a fix that should now resolve this behaviour going forward. If the issue happens to be encountered again, please do let us know and we can take another look into that.

     

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  • Debbie
    Zendesk Customer Care

    Hi Johannes Garske I can confirm that it is expected behavior for the bottom bar that contains the macros and ticket submission button to span the entire width of the workspace when your account is on Agent Workspace. In terms of Layout Builder, the customizable area of the ticket page does not include macros or the ticket submission button at the moment. 

    0
  • Rhonda Green

    If we change the default layout away from the standard, how long does it take to propagate through the system?  We did this about one hour ago and it is still not showing up?

     

    0

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