Help Zendesk shape the future of our UI Customization initiative

Hello Zendesk Community!

As a Product Manager at Zendesk, I’m pleased to inform you that we're actively exploring new ways to enhance your experience by offering extensive customization options for the Agent UI. This initiative is focused on giving you the power to tailor the interface to better suit your workflow and preferences. Your feedback is crucial in this endeavor. We're eager to learn about your specific needs that align with your unique business identity and workflows.

Areas of Exploration
We are interested in gathering feedback and ideas on the following customization possibilities or other suggestions on ability to manipulate UI components that would enhance your experience:

1. Field Label Customization: Change the labels of fields in terms of nomenclature, and formatting options like bold, underline, italics, etc.
2. Field Size Adjustment: Modify the size of ticket fields to fit your data presentation needs.
3. Spacing Customization: Alter the vertical spacing between ticket fields 
4. Brand Aligned UI: Customize the background color of any UI component to resonate with your company’s branding.
5. Ticket Tab Customization: Choose what data appears in ticket tabs for more relevant and streamlined information access.
6. Ticket Conversation Log Enhancement: Display custom data or events into the conversation log for a richer, more contextual timeline of interactions between end-users and agents.
7. Ticket Subject customization: Change the formatting of ticket subject such as making it bold or change the font color
8. Other UI customizations: Any other UI customization you’d like to do that is not listed above

How to Participate
We invite you to share your thoughts, ideas, and any specific UI customization needs you might have. Your feedback will play a crucial role in shaping the future of Zendesk Support's UI. 

• Join the Discussion: Post your ideas and suggestions in the comments below. Tell us about your unique scenarios where UI customization could make a significant difference in your workflow.
• Participate in Interviews: We will be conducting surveys and interviews to delve deeper into your needs. Please let us know if you’d be open to have conversations with the Product team and we will reach out to you!

We’re looking forward to hearing about your needs and suggestions on how to best deliver UI customization features to you!

Best,
Mo Rizvi
Sr. Product Manager, Zendesk