| Suite | Professional, Enterprise, or Enterprise Plus |
| Support | Professional or Enterprise |
位置： 管理中心 > 工作区 > 专员工具 > 布局
针对不同的工单类型，Enterprise 服务模式可以同时有多个活跃的布局。Professional 服务模式只能有一个活跃的布局。请参阅自定义布局的服务模式要求。
要为专员创建最佳对话工作流程，您可以使用布局生成器来配置对话和撰写区在专员界面 自定义工单布局 中的显示方式。您必须拥有 Professional 服务模式或更高版本，并 激活 Zendesk专员工作区才能进行这些更改。
本文章包含以下部分：
关于配置工单对话
Zendesk专员工作区中的工单界面默认在工单对话底部显示最新评论，后面跟着用于输入新评论的撰写区。此布局对于实时对话（例如消息传送和在线交谈）非常有用，但您可能更喜欢为专员使用不同的布局，以适应其独特的工作流程。
当您创建自定义布局时，您可以：
- 更改工单中显示的评论顺序。
- 更改撰写区的位置。
- 默认折叠（或展开）工单中的撰写区窗口。
这些设置是自定义工单布局的一部分，因此您可以为每个工单布局配置不同的设置。例如，如果您的布局主要用于消息传送工单，则可以进行适用于典型消息传送对话的配置设置。如果您的布局主要用于电邮工单，则可以进行适用于典型电邮对话的配置设置。
更改对话和撰写区设置
您对自定义布局所做的更改将应用到所有使用该布局的工单。
更改对话流程
- 打开布局进行编辑。有关详情，请参阅 编辑布局 。
布局生成器随即显示。
- 单击 自定义布局 以更改布局。
- 在工单布局中选择对话窗格。
对话设置显示在布局生成器的“自定义”区域中。
- 选择 对话顺序。
您可以选择 底部的最新消息 或 顶部的最新消息。
- 选择 撰写区职位。
您可以将撰写区设置为显示 在对话下方 或 对话上方。
- 选择折叠或展开撰写区窗口的默认值：
- 打开工单时要查看更多对话，选择 默认折叠。选择此项后，撰写区窗口在专员打开工单时默认折叠。
- 如果您希望撰写区窗口默认展开，请取消选择此选项。
专员可根据需要在每张工单中展开或折叠撰写区。当专员展开撰写区时，其中会包含专员之前进行的任何 大小调整更改 。
- 保存 您的布局更改。
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21 条评论
Lisa Kelly
Thanks, Youli. We appreciate your comments. See below for details.
From this article: Note: 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. You need to submit and reopen the ticket before you see a custom layout applied.
For best results, Zendesk recommends posting your comment in our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. Use this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started.
0
Youli
I'm testing the new interface again, and I can now put the composer on top but unfortunately this only seems to apply to existing tickets. Every time I open a new ticket the composer is still at the bottom and it gets on top only after updating the ticket. This is very annoying when you have to write an email in a new ticket. Why doesn't the configuration apply to all tickets? That makes no sense.
0
Lisa Kelly
Hi Vasil,
This option is also available on Professional plans. See the plan banner at the top of the article. So if you have a Professional plan (Suite or Support) you can configure the conversation order.
0
Vasil Kolev
I've been sent an email that we'll be “upgraded” to agent workspaces between 28 and 30 of Oct. The order of messages is an issue that been raised multiple times, and if we have to upgrade to Enterprise to retain the functionality we use, we'll most probably just migrate away.
So if Zendesk has decided that any feature people need in their current product is going to move to a more expensive plan, I wonder how long until we have to pay extra for email.
0
Rebecca Baur
Hi there. Wondering if there's any update on when this will available for professional accounts. We use Outlook so forwarded emails create a lot of confusion with the thread direction and I would love to implement the customization described here.
0
Shawna James
My intention in sharing our product feedback forum and the feedback template was to direct you to the place where our product managers review customer product feedback and can help answer your questions more directly. I am not a product manager so I unfortunately am not able to provide product specific answers about the feasibility of this feature request. You are of course more than welcome to continue to provide your feedback in this space; it was my hope in sharing the forum that is more active with our Product Managers that you would be able to receive the engagement you desired.
Thank you for sharing your product feedback and continuing to help us understand how we can improve our processes.
-2
Johannes Garske
5895537231642
We would just appreciate if you don't need some product feedback template for the easiest possible problem.
It took over a month to get an answer and it was in no possible way helpful to everyone.
It sounds just like a template and has literally zero connection to the messages above.
When you read our feedback, it is not necessary that we need to answer some form and say the same thing multiple times in some topics like this.
Hope to get a faster reply on my concerns and templates and not a auto-response message.
Thanks!
1
Johannes Garske
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue.
Delete this big block for “apply macro” and just put it in the answerfield, like the button for links. It is just a waste of space.
What problem do you see this solving?
Like above: It is just a waste of space.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?
Daily.
Are you currently using a workaround to solve this problem? (If yes, please explain)
There is no workaround.
What would be your ideal solution to this problem? How would it work or function?
Like said multiple times: We would like to just have it in the answerfield, like the links.
3
Johannes Garske
Hey 5895537231642
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue.
We would like to not readjust the windows EVERY time we are using Zendesk.
Please make sure that the quality is at least acceptable for the customers, which is currently not the case. We have to readjust something every time we open a ticket.
What problem do you see this solving?
Like above: We would like to not readjust the windows EVERY time we are using Zendesk.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?
Daily.
Are you currently using a workaround to solve this problem? (If yes, please explain)
Readjust it EVERY time.
What would be your ideal solution to this problem? How would it work or function?
Like said multiple times: We would like to not readjust the windows EVERY time we are using Zendesk.
2
Shawna James
I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. While we read and review every piece of feedback that comes through our Help Center and Community, we would greatly appreciate you using this forum to share your product feedback with us for better visibility. Here is our product feedback template to get you started.
I also want to take a moment to reference our guidelines in this response. Product feedback that is provided in this space is not guaranteed to be included on any product backlog or roadmaps. While we listen and read every piece of feedback that comes through, in some instances, our product teams need to make the tough decision to work in a direction that is not aligned with a particular piece of feedback. The forum is simply for sharing your challenges and how you use the product, but it is not a case/resolution system.
If you are interested in learning more about this and other features being built please make sure to check out our Community events, What’s New Community Topic, and Zendesk Updates. Thank you again for being a valuable Zendesk customer!
-3
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