Viewing and managing custom layouts

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<div class="note fastpath" style="margin-right: 0px;">
<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">Ticket layouts control the look and feel of the ticket interface. Admins can create
multiple layouts and apply them to different types of tickets. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447690090138" target="_blank">About custom layouts</a> for more information. This article describes
how you can view and manage custom layouts.</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">Viewing custom layouts</a></li>
<li class="li"><a class="xref" href="#topic_rsb_zlp_qwb">Editing layouts</a></li>
<li class="li"><a class="xref" href="#topic_dl4_nmp_qwb">Setting the default layout</a></li>
<li class="li"><a class="xref" href="#topic_fnn_dpp_qwb">Deactivating and deleting layouts</a></li>
<li class="li"><a class="xref" href="#topic_gxp_dyx_txb">Assigning a layout to a contextual workspace</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/5447690090138" target="_blank">About custom layouts with layout builder</a></li>
<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/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">Viewing custom layouts</h2>
<div class="body">
<p class="p">You can have up to 20 custom layouts in your account.</p>
<p class="p"><strong class="ph b">To view custom layouts</strong></p>
<ol class="ol" id="topic_eyp_5rl_znb__ol_dfg_vkp_qwb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_eyp_5rl_znb__d8e976" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Layouts</strong>.</span><p class="p"><img class="image img-screenshot" id="topic_eyp_5rl_znb__image_psr_4lp_qwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_layouts_list2.png" width="600"></p>
<p class="p" dir="ltr">This
page displays a list of layouts defined for your account. The list includes a standard
layout for your account and any additional custom layouts that have been <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447837546138" target="_blank">created</a>. </p>
<p class="p" dir="ltr">The <strong class="ph b">Default</strong> tag next to a
layout shows which layout is currently <a class="xref" href="#topic_dl4_nmp_qwb">set
as the default</a> for your account. A lock icon (<img class="image" id="topic_eyp_5rl_znb__image_ust_ttk_ywb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/builder_lock_icon.png" width="16">) next to a layout indicates the layout can't be
edited.</p>
<p class="p" dir="ltr">From the list you can see and sort by the following information
for each layout: </p>
<ul class="ul" id="topic_eyp_5rl_znb__ul_mkv_tlp_qwb">
<li class="li" dir="ltr">
<strong class="ph b">Name</strong>: The name of the layout.</li>
<li class="li" dir="ltr">
<strong class="ph b">Description</strong>: A brief description of the layout. </li>
<li class="li">
<strong class="ph b">Updated</strong>: Date the layout was last updated.</li>
<li class="li">
<strong class="ph b">Contextual workspaces</strong> (Enterprise only): The number of contextual workspaces
that use the layout. </li>
</ul>
<div class="note tip">
<span class="tiptitle">Tip:</span> Click a number in the <strong class="ph b">Contextual workspaces</strong> column to see a
list of workspaces that use the layout. Click a contextual workspace name to open it.
</div>
<p class="p"><img class="image img-screenshot" id="topic_eyp_5rl_znb__image_jfq_tvx_txb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/contextual_workspaces_using_layout.png" width="300"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rsb_zlp_qwb">
<h2 class="title topictitle2" id="ariaid-title3">Editing layouts</h2>
<div class="body">
<p class="p" dir="ltr">You can't edit the standard layout, but you can edit any other layout in the
list. When you edit a layout, the changes apply to all tickets that use the layout. You’ll
see the changes when you open or refresh a ticket. </p>
<p class="p"><strong class="ph b">To edit a layout</strong></p>
<ol class="ol" id="topic_rsb_zlp_qwb__ol_v4s_jmp_qwb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_rsb_zlp_qwb__d8e976" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Layouts</strong>.</span><p class="p">A list of layouts appears.</p>
</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_rsb_zlp_qwb__image_sjl_dnp_qwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) next to the layout you want to edit, then select <strong class="ph b">Edit</strong>
from the options menu.<p class="p"><img class="image img-screenshot" id="topic_rsb_zlp_qwb__image_lfv_fnp_qwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_layouts_edit_reduced.png" width="600"></p>
<p class="p">The layout
opens in layout builder.</p>
</li>
<li class="li">Click <strong class="ph b">Customize layout</strong>, then update the layout as needed. <p class="p">Alternatively, you
can click a layout in the list. When the layout opens, click <strong class="ph b">Customize
layout</strong>.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447837546138" target="_blank">Creating custom layouts</a> for details about the types of changes
you can make to a layout. You can add or remove components in the layout. You can also
move and resize components, or make changes to the context panel. </p>
</li>
<li class="li">When you’ve finished making layout changes, click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_dl4_nmp_qwb">
<h2 class="title topictitle2" id="ariaid-title4">Setting the default layout</h2>
<div class="body">
<p class="p">Zendesk provides a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5447690090138#topic_eyp_5rl_znb" target="_blank">standard ticket layout</a> that is automatically treated
as the default layout and applied to any ticket. You can replace this standard layout by
creating a custom layout, then setting it as the default. While only one layout can be set
as the global default, on Enterprise plans you can associate any active layout with one or
more contextual workspaces.</p>
<p class="p"><strong class="ph b">To set the default layout</strong></p>
<ol class="ol" id="topic_dl4_nmp_qwb__ol_yhj_r4p_qwb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_dl4_nmp_qwb__d8e976" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Layouts</strong>.</span><p class="p">A list of layouts appears.</p>
</li>
<li class="li">Click the options menu icon (<img class="image" id="topic_dl4_nmp_qwb__image_r2c_54p_qwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) next to the layout you want to make the default, then select
<strong class="ph b">Edit</strong>.<p class="p">The layout opens for editing.</p>
</li>
<li class="li">Click <strong class="ph b">Set as default layout</strong>.<p class="p"><img class="image img-screenshot" id="topic_dl4_nmp_qwb__image_amf_jcv_qwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_layout_set_default_on.png" width="450"></p>
<p class="p">If you change
the default layout, the new default is automatically applied to any <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833498906" target="_blank">contextual workspaces</a> that reference the default.</p>
</li>
</ol>
<div class="note note">
<span class="notetitle">Note:</span> 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. You need to submit and reopen
the ticket before you see a custom layout applied.</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_fnn_dpp_qwb">
<h2 class="title topictitle2" id="ariaid-title5">Deactivating and deleting layouts</h2>
<div class="body">
<p class="p">If you decide that you no longer need a layout, you can either "deactivate" it or delete
it. You can deactivate a layout by making sure the layout is not set to be the default
layout; and, on Enterprise plans, removing it from any contextual workspaces that were using
the layout. Deactivated layouts remain in your list of layouts and can be reactivated if
needed. Deleting a layout means that it's gone and can't be retrieved. </p>
<p class="p"><strong class="ph b">To deactivate a layout</strong></p>
<ol class="ol" id="topic_fnn_dpp_qwb__ol_dcg_3pp_qwb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_fnn_dpp_qwb__d8e976" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Layouts</strong>.</span></li>
<li class="li">Locate the layout you want to deactivate.</li>
<li class="li"> If the layout you want to deactivate was the default layout, <a class="xref" href="#topic_dl4_nmp_qwb">pick another layout to use as the
default</a>. </li>
<li class="li">(Enterprise only) Make sure no contextual workspaces are assigned to the layout. If so,
assign another layout to the workspace. See <a class="xref" href="#topic_gxp_dyx_txb">Assigning a layout to a contextual workspace</a>.<p class="p" dir="ltr">A deactivated layout remains in the layout list but it's not assigned to any contextual
workspaces. You can reactivate it anytime by making it the default or
assigning it to a contextual workspace.</p>
</li>
</ol>
<p class="p"><strong class="ph b">To delete a layout</strong></p>
<p class="p">To permanently delete a layout, first make sure the layout is not being used as the default
layout.</p>
<ol class="ol" id="topic_fnn_dpp_qwb__ol_htw_kqp_qwb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_fnn_dpp_qwb__d8e976" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Layouts</strong>.</span></li>
<li class="li">Click the options menu icon (<img class="image" id="topic_fnn_dpp_qwb__image_tjr_mqp_qwb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) next to the layout you want to edit, then select <strong class="ph b">Delete</strong>
from the options menu.</li>
<li class="li">Click <strong class="ph b">Delete</strong> to confirm the deletion.<p class="p">The layout is deleted and removed from
the layout list. </p>
<p class="p">For Enterprise plans only:</p>
<p class="p">If the layout is being used in
a contextual workspace, you’ll receive a warning message before the layout is deleted.
</p>
<p class="p"><img class="image img-screenshot" id="topic_fnn_dpp_qwb__image_gfs_byx_txb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_layout_delete_warning.png" width="350"></p>
<p class="p">When you
delete a layout that’s being used in a contextual workspace, the workspace will revert
to the layout that’s set as the active default. </p>
<p class="p">If the layout you’re deleting is
a custom layout that you’re using as the active default, the contextual workspace will
revert to the Zendesk standard layout. </p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_gxp_dyx_txb">
<h2 class="title topictitle2" id="ariaid-title6">Assigning a layout to a contextual workspace</h2>
<div class="body">
<div class="note note">
<span class="notetitle">Note:</span> You must have an Enterprise plan to use the features described in this section.</div>
<p class="p">You can assign any layout to one or more contextual workspaces. This enables the workspace
and the layout to work in conjunction to make sure your agents see the right ticket layouts
at the right times. When you create or edit a contextual workspace, use the Layouts tab in
the workspace editor to assign a custom layout. 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_gxp_dyx_txb__image_yfh_bzx_txb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/custom_layouts_cw_layouts_tab.png" width="600"></p>
</div>
</div>
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