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About custom layouts with layout builder



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Lisa Kelly

Zendesk Documentation Team

Edited Jul 03, 2024


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Thanks for your response and yes it does.  

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Paul Von

Zendesk Product Manager

Rhonda Green thanks for confirming the tag appears. Is the desired custom layout still not showing for your agents? If so, I will open a ticket for the team to look into the issue for you.

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This was still not working this morning at 9:30 am, but our Configuration Specialist is looking at this now and she will enter a ticket if she cannot find a reason for it not to work.  Thanks for your help

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Paul, we were told by our Configuaration Specialist the following:  

Custom layouts will not be applied to New Tickets and the standard ticket layout is used no matter what default layout or contextual workspace is configured for tickets. This is expected behavior as we treat the New Tickets page as separate from the core ticket page where existing tickets are viewed. You need to submit and reopen the ticket before you see a custom layout applied.

This makes no sense that you can change the default if the new tickets are going to stay as the standard.  

I would like to suggest voting for this to be changed.  

 

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Paul Von

Zendesk Product Manager

Rhonda Green thank you for providing the feedback regarding the need for custom layouts to extend to the New Tickets page.

While the current scope of custom layouts only includes the core ticketing page at the moment, we do have plans in our future roadmap to offer custom layouts on other pages within the Zendesk product. We'll consider the New Tickets page under that larger goal and provide further updates should it get prioritized.

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Hey team, In your help article at the top of the page you show an example custom layout where in some columns you have two rows of apps - but when I try to do this in the layout builder I am unable to - is the example picture confusing things, ie, you can't do this, or am I missing a step?

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Lisa Kelly

Zendesk Documentation Team

Hi Penny, 
You can do it. Just make sure you drag the 2nd app and place it BELOW the column that contains the first app you added. Refer to this gif for details. https://zen-marketing-documentation.s3.amazonaws.com/docs/en/layout_builder_announce.gif

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This is great, one step closer to custom areas in the ticket fields section. Would be great to group these fields into sections, for example, everything to do with a customer under customer info, anything to do with their device/widget under another group (serial number, model number etc….) that way it is easier for our reps to differentiate visually the information on a ticket

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Paul Von

Zendesk Product Manager

Thank you for passing that feedback along, Paul! Hiding and showing sections in the different components that Layout Builder can influence via a custom layout is something the team is currently validating. We'll make sure to include your comments to our notes to research for future consideration. 

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In the layout's ticket properties section, is it possible to move the tags box to the bottom? Is it a fixed-position field?
 

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Paul Von

Zendesk Product Manager

Hi Sami,

 

At the moment, the tags box in ticket properties is a fixed position field. The team is ideating on how we might make this  flexible in the future by allowing for more configuration settings. I will share updates on any planned improvements as they become available.

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Having recently been forced to move to the new layout, we immediately noticed that the new ticket screen defaults to the standard view with no options to use an alternative. (We've reverse the ticket order to maintain the same layout as the previous view.) The submission box being stuck to the bottom is visually incongruent and doesn't make sense for it to be that way and then to bounce to the top when the ticket is opened back up. If possible it would be great if either the new ticket view was editable OR that it followed whatever custom view layouts/options that the rest of the view uses.

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Paul Von

Zendesk Product Manager

Nathan Reiher thanks for your feedback on the current limitations of the New Ticket page! We are currently tracking this feedback in our backlog for 2025 and are evaluating how we can make the New Ticket page configurable to meet this use case.

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