| Announced on | Rollout starts | Rollout ends |
| July 3, 2024 | July 3, 2024 | July 8, 2024 |
Zendesk is pleased to announce that we are extending custom layouts with layout builder capabilities into Support Professional and Suite Professional plans. Previously, this feature was available for customers with Enterprise and Enterprise Plus accounts only.
This article includes these sections:
What is changing?
If you have the Agent Workspace activated on a Support Professional or Suite Professional plan, you can now use layout builder to create a custom ticket layout. With custom layouts, admins can use an intuitive, drag-and-drop interface, called layout builder, to create and apply a custom layout 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 resolve tickets.
For more information about custom layouts with layout builder, see this article.
Why is Zendesk making this change?
We heard you! 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.
Customers saw the value of custom layouts on Enterprise plans and asked us to extend ticket customization capabilities to other plan types. In particular, we had many requests from customers to configure the conversation order and composer location. Customers with Professional plans can do that now.
What do I need to do?
If you have a Professional account with Agent Workspace activated, you’ll automatically see the new Layouts section in the Admin Center under Workspaces > 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 resources guide to get you started.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.