Change default styling

11 Comments

  • James Daughtry
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    To the best of my knowledge, the agent UI look and feel isn't customizable beyond the color of the header bar and a branding icon.

    That said, you might be able to do some magic with a browser extension such as Greasemonkey. Though as a caveat if you pursue that option, I'd recommend reading the terms of service carefully to ensure that this approach doesn't violate the service agreement for Zendesk.

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  • Jessie Schutz
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    Hi Kathryn!

    James is correct; it's not possible to customize the Agent interface in Zendesk in the manner that you're describing.

    What you could do would be to create a custom ticket field that could be used to identify the client and add that custom field to your view. You would then be able to group the tickets according to those classifications, or just provide a visual cue to your agents from the ticket view.

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  • Jessie Schutz
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    @James - thanks for hopping in and helping out! :D

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  • Kathryn Castle
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    @Jessie: Why do you not give customers the option to customise their interface? I'm aware I can pass in the data via custom fields, but when you're working with a lot of data, it limits productivity when your agents have to read through all of these fields.

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  • Jessie Schutz
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    Hey Kathryn!

    You should be able to use Views to organize your tickets in a way that will help your agents easily identify them. Is there a reason that this hasn't worked for you?

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  • Kathryn Castle
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    @Jessie: We want to be able to highlight certain information about given tickets visually instead of having agents trawl through our (admittedly, many) custom fields or cluttering our views with these fields. We're probably going to end up writing our own app and showing the information there, but sadly this means the information will only be visible once an agent actually clicks into the ticket and not in the view itself.

    Really, I just wish the GUI was less rigid as there's so many things we'd love to do to make our agent more productive and the experience of using the platform more enjoyable.

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  • Mindaugas Verkys
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    Hey Kathryn,

    Have you found any solution for that? We are looking for the same thing to highlight UI. I could find only possibility to edit interface with Browser add-on or pop-up a window from APP side.

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  • Brett - Community Manager
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    Thanks for your detailed feedback Michael :)

    We'll be sure to pass this along to the appropriate team for visibility.

    Cheers!

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  • Lucifer White
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    The overall part which will be going to manage it in such a way which has the following part for getting appropriate visitors to follow it through can't load xpcom that have to highlight the UI.

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  • Graeme Olsen
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    We have a similar problem, where our agents are missing important data because it's just another field for them to read. Colour coding ticket lines would be extremely helpful! Adding my vote to get this feature added.

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  • Dan Cooper
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    I've seen a few solutions for this where teams have created custom sidebar apps that duplicate the display fields of a ticket.  In the sidebar, the app framework does give you the ability to customize things to your liking.

    On a user context, the User Data app by Zendesk is a concept that can show how this would work in action.  It gives the ability to display certain fields and hide fields that are empty at the user/org level. The source code is also available on Github if you would like to jump off from there. 

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