Creating custom layouts to improve agent workflow

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8 Comments

  • Arthur

    Hi Team,
    Is there a way to add other componets other than apps?  Can we add knowledge capture app as a component for layout builder?

    Is there an option to assign layout to each group?

    Thank you

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Arthur
    See comments below:

    • In addition to Apps, you can move components from the context panel into the main ticket layout.
    • You can also add the Knowledge capture app to a layout, but if you already have Knowledge enabled in the context panel, there will be some redundancy. In the Agent Workspace, Zendesk recommends using Knowledge, instead of the Knowledge capture app. 
    • For this first EAP, you can only have one ticket layout applied at a time, but we're planning a quick follow-on EAP in the next few months that will enable you to assign different layouts based on contextual workspaces. 
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  • Scott Patterson

    Hi there,

     

    During the 'What's New at Zendesk 2023 Q3' presentation which showed off this feature they showed a video which when clicking the 'conversation' component, it gave them options for 'conversation order' and 'composer placement' (32:48 through the presentation if someone wants to check) - this doesn't seem to be in the EAP version.

     

    Is there any info on when these features from the video will be available? These are the main reasons we are interested in the feature - so we can customise the layout to be more in line the how Zendesk used to show conversations before the Zendesk Agent Workspace was implemented.

     

    Thanks,

    -Scott

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Scott, 
    The feature you mention is not available, yet. We'll update the documentation when it is ready for EAP.  Release date TBD. 

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  • Diego Fernando Restrepo Lopez

    Hola Lisa, 

    ¿Existe la posibilidad de editar colores? (ej: color de la ventana del chat activado).

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Diego

    Custom layouts do not include the ability to change interface colors. Have you tried configuring your own style sheet? See Making Zendesk products accessible. 

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  • JJ Miclat
    Zendesk Product Manager

    Hey Scott Patterson,

    Thanks for your patience! The ability to change the order of messages and/or alter the location of the composer is now live. If you've signed up for the Layout Builder EAP, you should already see it in your account. More info here - https://support.zendesk.com/hc/en-us/articles/6070249202202

    Cheers,
    JJ

    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

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