Resources for using custom layouts

What's my plan?

Quick Look: Admin Center > Workspaces > Agent tools > Layouts

Make your move to custom layouts

Join our customers who are seeing faster resolutions to customer requests since moving to our custom layouts for tickets. We've gathered the most helpful resources to map out your steps and provide you with a seamless upgrade.

Check the requirements

Make sure your account supports custom layouts. If not, consider trying out a plan upgrade.

	Plan requirements for custom layouts What’s my plan? Trying out a plan upgrade

Imagine what you can do

Get familiar with custom layouts to understand how they work. See for yourself how they can improve agent efficiency and provide great customer experiences.

	Best practices for creating custom layouts About custom layouts with layout builder PM roundtable on layout builder Slide deck Recording

Assess the impact

Time to roll up your sleeves! Create a test layout and see how it works. Focus on using layouts to solve important agent pain points, such as placing commonly-used apps in the main body of the ticket and reducing unnecessary clutter. Then, build as many layouts as you need.

	Creating custom layouts to improve agent workflow Testing changes in your sandbox (Enterprise only) Viewing and managing custom layouts

Add some more bells and whistles

In addition to changing the basic ticket layout, you can use custom layouts to add your favorite app shortcuts to the context panel or change the ticket conversation flow to match your most-used channels.

	Managing shared app shortcuts Configuring the conversation flow and composer location

Train your agents

Your team must know how moving to custom layouts will impact their day-to-day tasks and optimize their workflow. Ensure you and your teams are familiar with the new layouts you’re going to use and the features they can use in conjunction with layouts.

	About Support ticket layouts Managing personal app shortcuts

Start the rollout and enjoy the rewards

Once you and your agents are comfortable with custom layouts, you’re ready to start using them. Use reports to see how much faster your agents are solving tickets.

	Assign layouts to each contextual workspace (Enterprise only) Setting the default layout Analyzing the metrics that matter.

When you need more help, we've got your back

We’re here to answer any questions you may have about custom layouts.

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