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Viewing and managing custom layouts



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Lisa Kelly

Zendesk Documentation Team

Edited Jul 03, 2024


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Can you only use the layout if you apply it to a Contextual Workspace? I created a new one in my Sandbox, set it as the default, and then refreshed my support instance a few times and it's still not showing the updated layout. Is there a step I am missing?

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Paolo

Zendesk Engineering

Hi Abbey,
 
The rollout of this feature was completed last November 21, 2023. This should be enabled in your instance as of this writing. Please refer to this article for more information on Announcing custom layouts with layout builder.
 
If you are having trouble with the feature and it is not working as expected, I highly suggest reaching out to our Support Team to discuss this further: Contacting Zendesk Customer Support
 
Best,
Paolo | Technical Support Engineer | Zendesk

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“When you first create a ticket, the standard ticket layout is used no matter what default layout or contextual workspace is configured for the ticket.”

 

Why? If I set a default layout I want that layout to apply to all my tickets including new created tickets. It's confusing to having new tickets looking different than old tickets. There's no reason for that!

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Lisa Kelly

Zendesk Documentation Team

Youli,  There are technical considerations that prevent us from applying a custom layout when you first create a ticket.  As the article says, “  You need to submit and reopen the ticket before you see a custom layout applied.”  If you have feedback or questions related to this feature, visit our community forum where we collect and manage customer product feedback.

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Hi! Is it possible to create a layout that will allow agents to be able to see the Views pane whilst they are working on a ticket? So they don't need to click out of the tickets to view the Views pane? 

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