About custom layouts with layout builder

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<p id="docs-hc-snippet" style="display: none;">Ticket layouts control the look and feel of the ticket interface. Admins can createcustom layoutsto support different ticket workflows for agents. You must have a Professional plan or above to create custom layouts.</p>
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<div class="note attention">
<span class="attentiontitle"></span> Enterprise plans can have multiple layouts active at the same time for
different types of tickets. Professional plans can have only one active layout. See <a class="xref" href="#topic_bt5_nq1_4bc">Plan requirements for custom layouts</a>. </div>
<p class="p" dir="ltr">Ticket layouts control the look and feel of the ticket interface. Admins can create
<em class="ph i">custom layouts</em> to support different ticket workflows for agents. You must have a
Professional plan or above to create custom layouts. </p>
<p class="p" dir="ltr">Custom layouts with layout builder go beyond <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846520858" target="_blank">ticket forms</a> by allowing you to specify which components are
included in a ticket and control the location of where the components appear.
Components include ticket conversations, ticket properties (fields), customer context, third
party apps, and more.</p>
<p class="p" dir="ltr">This article provides an overview of how you can use layout builder to create
custom layouts and improve agent efficiency. </p>
<p class="p">This article contains the following sections: </p>
<ul class="ul" id="topic-1__ul_mct_b21_bhb">
<li class="li"><a class="xref" href="#topic_eyp_5rl_znb">About Support ticket layouts</a></li>
<li class="li"><a class="xref" href="#topic_ps4_bqn_qwb">About layout builder</a></li>
<li class="li"><a class="xref" href="#topic_nzr_trx_txb">About contextual workspaces</a></li>
<li class="li"><a class="xref" href="#topic_bt5_nq1_4bc">Plan requirements for custom layouts</a></li>
</ul>
<p class="p"><strong class="ph b">Related articles</strong></p>
<ul class="ul" id="topic-1__ul_n4m_z4n_qwb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447837546138" target="_blank">Creating custom layouts to improve agent workflow</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447837810714" target="_blank">Viewing and managing custom layouts</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6259543948442" target="_blank">Best practices for creating custom layouts</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_eyp_5rl_znb">
<h2 class="title topictitle2" id="ariaid-title2">About Support ticket layouts</h2>
<div class="body">
<p class="p">By default, the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Zendesk Agent Workspace</a> includes a standard Support
ticket layout that provides the framework for the basic components of a ticket. This layout
includes ticket properties (fields) on the left side of the ticket, ticket conversations in
the middle, and a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a> on the right.</p>
<p class="p"><strong class="ph b">Standard ticket layout</strong></p>
<p class="p"><img class="image img-screenshot" id="topic_eyp_5rl_znb__image_i2r_ftn_qwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/standard_layout_anotated.png" width="730"></p>
<p class="p" dir="ltr">With layout builder, you can use an intuitive layout interface to create and
apply custom layouts to the ticket interface. You can rearrange ticket components within the
ticket framework, add new components, and change component sizing. You can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5914453843994" target="_blank">control what data</a> appears in a ticket component and change the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6070249202202" target="_blank">ticket conversation flow</a>.</p>
<p class="p"><strong class="ph b">Example custom layout</strong></p>
<img class="image img-screenshot" id="topic_eyp_5rl_znb__image_kdb_jtn_qwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_layout_annotated.png" width="730">
<p class="p" dir="ltr">You can create and save multiple layouts in your account and use them for
different situations. For example:</p>
<ul class="ul" id="topic_eyp_5rl_znb__ul_mzz_rpn_qwb">
<li class="li" dir="ltr">You can control which apps appear in the context panel and change the order in
which they appear.</li>
<li class="li" dir="ltr">If your agents work with a lot of custom applications, you may prefer to move
popular apps out of the context panel and into the middle of the ticket interface, so they
are easier to access. </li>
<li class="li" dir="ltr">If your agents spend a lot of time managing ticket properties, you can move
ticket properties nearer to the context panel. </li>
<li class="li" dir="ltr">You could create a custom ticket layout for Returns that includes Apps
specifically created to help agents manage returns.</li>
</ul>
<p class="p" dir="ltr">You will be able to apply a custom layout based on certain ticket conditions or
even use one as the default ticket layout for your account. You can create up to 20 custom
layouts for your account.</p>
<p class="p">Customers with Enterprise plans can have more than one custom layout active at a time and
use them with <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447690090138-About-custom-layouts-with-layout-builder#topic_nzr_trx_txb" target="_blank">contextual workspaces</a>. Customers with Professional
plans can have one active custom layout and apply it to the default ticket layout. </p>
<p class="p">Changes you make to a ticket layout do not prevent agents from resizing the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362-Using-the-context-panel#topic_jr5_lbq_prb" target="_blank">context panel</a> or the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4418444462618" target="_blank">ticket properties panel</a> when they work on tickets.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ps4_bqn_qwb">
<h2 class="title topictitle2" id="ariaid-title3">About layout builder</h2>
<div class="body">
<p class="p" dir="ltr">Custom layouts are created using an intuitive <em class="ph i">layout builder</em> with access
to predefined layouts and a drag-and-drop component library. Layout builder enables you to
pick which components to include in a ticket, then you can arrange and resize them. You have
the power to create the exact layout you need.</p>
<p class="p" dir="ltr">Layout builder includes a canvas on the left for arranging and resizing
components and a component library on the right for adding components. Layout builder
enables you to customize both the main ticket interface and the context panel. For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447837546138" target="_blank">Creating custom layouts to improve agent workflow</a>. </p>
<p class="p"><img class="image img-screenshot" id="topic_ps4_bqn_qwb__image_imt_3w4_qwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/LayoutBuilder.gif" width="730"></p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_nzr_trx_txb">
<h2 class="title topictitle2" id="ariaid-title4">About contextual workspaces</h2>
<div class="body">
<p class="p" dir="ltr">On Enterprise plans, you can use contextual workspaces to control which custom
layouts your agents see. Contextual workspaces enable you to create customized ticket
workflows based on a series of conditions. Working in conjunction with your contextual
workspaces, you can dictate which custom layout to use based on the product brands, agent
groups, and ticket forms that you define in a contextual workspace. </p>
<p class="p" dir="ltr">Once you create a custom layout, you can assign it to a conditional workspace.
This enables the workspace and the layout to work together to make sure your agents see the
right ticket layouts at the right times. For more information on contextual workspaces, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833498906" target="_blank">Setting up contextual workspaces</a>. </p>
<p class="p"><img class="image img-screenshot" id="topic_nzr_trx_txb__image_z4h_dsx_txb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_layouts_contextual_workspaces.png" width="300"></p>
<p class="p">When you first create a ticket, the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447690090138#topic_eyp_5rl_znb" target="_blank">standard ticket layout</a> is used no matter what
default layout or contextual workspace is configured for the ticket. Relevant forms, macros,
and apps will be applied to a new, unsaved ticket if fields used in the contextual workspace
have default values. Custom layouts and knowledge filters won't be applied until you submit
and reopen the ticket.</p>
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</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_bt5_nq1_4bc">
<h2 class="title topictitle2" id="ariaid-title5">Plan requirements for custom layouts</h2>
<div class="body">
<p class="p" dir="ltr">Custom layouts are available in Professional plans and above. The majority of
custom layout features are supported on both Enterprise and Professional plans, For example,
both plans have full access to layout builder and both plans can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6070249202202" target="_blank">configure</a> the conversation flow and composer location in tickets. </p>
<p class="p" dir="ltr">There are some restrictions on Professional plans that don’t exist on Enterprise
plans. The restrictions occur because contextual workspaces are not available on
Professional plans. </p>
<ul class="ul" id="topic_bt5_nq1_4bc__ul_ild_rq1_4bc">
<li class="li" dir="ltr">
<p class="p" dir="ltr">Enterprise and Professional plans can create up to 20 layouts. </p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Enterprise plans can use contextual workspaces to have multiple layouts
active at the same time. </p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr">Professional plans can have only one active layout, set as the default ticket
layout.</p>
</li>
</ul>
</div>
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