|November 16, 2023
|November 16, 2023
|November 21, 2023
Zendesk is pleased to announce custom layouts with layout builder. This feature is available for customers with Enterprise and Enterprise Plus accounts who have the Agent Workspace activated.
This article includes these sections:
What is changing?
With custom layouts, admins can use an intuitive, drag-and-drop interface, called layout builder, to create and apply custom layouts to tickets. No developer resources are required.
With layout builder, you can feature the apps that your agents use the most by moving them out of the context panel and into the main ticket interface. You can also rearrange, resize, and stack components (such as ticket conversations and ticket properties) to improve agent workflow and reduce the time agents need to manage tickets.
For more information about custom layouts with layout builder, see this article.
Why is Zendesk making this change?
As customers scale with Zendesk, their use cases typically get more complex and the notion of customization becomes more important. Our initial outreach to customers found a clear pain point that the lack of user interface customization is challenging for their agents. This results in inefficient use of Zendesk by having to “swivel” away from the ticket interface to find the right data, perform multiple clicks on the same page to find relevant information, or even hire developers to build their own custom interface to suit their needs.
Customers needed a way to configure Zendesk so the ticket interface presents the right information and context to their agents at the right time and situation.
What do I need to do?
If you have an Enterprise account with Agent Workspace activated, you’ll automatically see the new Layouts section in the Admin Center under Agent Tools. No additional steps are required to get the feature enabled for your account.
To build and activate a custom layout, here is a helpful set up guide to get you started.