Configuring the conversation order and composer location in tickets

<body>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_pee">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_pe">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Professional or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">

<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Workspaces &gt; Agent tools &gt; Layouts</span>
</div>
<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="https://support.zendesk.com/hc/en-us/articles/5447690090138#topic_bt5_nq1_4bc" target="_blank">Plan requirements for custom layouts</a>.</div>
<p class="p" dir="ltr">To create the optimal conversation flow for your agents, you can use layout builder
to configure how conversations and the composer appear in a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447690090138" target="_blank">custom ticket layout</a> in the agent interface. You must have a
Professional plan or higher with the Zendesk Agent Workspace <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581758611866" target="_blank">activated</a> to make these changes. </p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic-1__ul_tc5_clz_n4b">
<li class="li"><a class="xref" href="#topic_spr_n5h_4yb">About configuring ticket conversations</a></li>
<li class="li"><a class="xref" href="#topic_x4r_wy3_4yb">Changing conversation and composer settings</a></li>
</ul>
<div class="p">
<strong class="ph b">Related articles</strong><ul class="ul" id="topic-1__ul_ihr_1lh_4yb">
<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>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_spr_n5h_4yb">
<h2 class="title topictitle2" id="ariaid-title2">About configuring ticket conversations</h2>
<div class="body">
<p class="p" dir="ltr">By default, the ticket interface in the Zendesk Agent Workspace shows the newest
comments at the bottom of the ticket conversation, followed by a composer for entering new
comments. This layout is useful for live conversations such as messaging and chat, but you
might prefer a different layout for your agents, suited to their unique workflows. </p>
<p class="p"><img class="image img-screenshot" id="topic_spr_n5h_4yb__image_svp_gwb_4yb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/conversation_flow_default_annotated3.png" width="730"></p>
<p class="p" dir="ltr">When you create a custom layout, you can: </p>
<ul class="ul" id="topic_spr_n5h_4yb__ul_njg_ty3_4yb">
<li class="li" dir="ltr">Change the order of comments that appear in a ticket. </li>
<li class="li" dir="ltr">Change the position of the composer. </li>
<li class="li" dir="ltr">Collapse (or expand) the composer window by default in a ticket. </li>
</ul>
<p class="p" dir="ltr">Because these settings are part of custom ticket layouts, you can configure
different settings for each ticket layout. For example, if you have a layout that’s used
mainly for messaging tickets, you can have the configuration settings that work well for a
typical messaging conversation. If you have a layout that’s used mainly for email tickets,
you can have configuration settings that work well for a typical email conversation. </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_x4r_wy3_4yb">
<h2 class="title topictitle2" id="ariaid-title3">Changing conversation and composer settings</h2>
<div class="body">
<p class="p" dir="ltr">The changes you make to a custom layout will apply to all tickets that use the
layout. </p>
<p class="p" dir="ltr"><strong class="ph b">To change the conversation flow</strong></p>
<ol class="ol" id="topic_x4r_wy3_4yb__ol_y11_zy3_4yb">
<li class="li">Open a layout for editing. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447837810714-Viewing-and-managing-custom-layouts-EAP-#topic_rsb_zlp_qwb" target="_blank">Editing a layout </a>for details.<p class="p">The layout builder
appears. </p>
</li>
<li class="li">Click <strong class="ph b">Customize layout</strong> to make changes to your layout. </li>
<li class="li">Select the conversation pane in the ticket layout.<p class="p">The conversation settings appear in
the Customization area of the layout builder. </p>
<p class="p"><img class="image img-screenshot" id="topic_x4r_wy3_4yb__image_wcv_2z3_4yb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_layouts_conf_conversations_2.png" width="730"></p>
</li>
<li class="li">Select the <strong class="ph b">Conversation order</strong>.<p class="p">You can choose between <strong class="ph b">Newest messages at the
bottom</strong> or <strong class="ph b">Newest messages at the top</strong>.</p>
</li>
<li class="li">Select the <strong class="ph b">Composer position.</strong><p class="p">You can set the composer to appear <strong class="ph b">Below the
conversation</strong> or <strong class="ph b">Above the conversation</strong>. </p>
</li>
<li class="li">Select a default for collapsing or expanding the composer window:<ul class="ul" id="topic_x4r_wy3_4yb__ul_fjq_11j_4yb">
<li class="li">To see more of the conversation when you open a ticket, select <strong class="ph b">Collapse by
default</strong>. When selected, the composer window is collapsed by default when agents open tickets. </li>
<li class="li">If you want the composer window expanded by default, deselect this option. </li>
</ul>
<p class="p">Agents can expand or collapse the composer as needed within each ticket. When an
agent expands the composer, it includes any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831849882-Composing-messages-in-the-Zendesk-Agent-Workspace#topic_s55_zzg_rmb" target="_blank">resizing changes</a> the agent made previously.
</p>
</li>
<li class="li">
<strong class="ph b">Save</strong> your layout changes.<p class="p">When you create new tickets, you need to submit and
reopen the ticket before you see the conversation and composer settings
applied.</p>
</li>
</ol>
</div>
</div>
<script id="fast-path-script">
//<![CDATA[
const fast_path_style = document.createElement('style');
fast_path_style.innerHTML = `#article-body .fastpath{font-size:.9em;background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 8px;margin-bottom:16px}#article-body .fastpath::before{content:none!important}`;
document.head.appendChild(fast_path_style);
//]]>
</script>
</body>