Creating Custom Layouts in Zendesk - Frequently asked questions
Frequently asked questions
How can I create a custom ticket layout in Zendesk?
Creating a custom ticket layout in Zendesk is a straightforward process. First, ensure you have admin access and the Zendesk Agent Workspace activated. Navigate to the Admin Center, click on Workspaces in the sidebar, and select Agent tools >…
What are the differences between system and optional components in Zendesk layouts?
In Zendesk layouts, components are categorized as either system or optional. System components are integral to the ticket layout and cannot be removed, though they can be moved to the context panel. These include the conversation thread, customer…
How do I add or remove components in a Zendesk layout?
Adding or removing components in a Zendesk layout is simple with the layout builder. To add a component, open a layout for editing and use the Components area on the right side of your screen. Select the component you want to add and drag it into…
Can I resize and move components in a Zendesk layout?
Yes, you can resize and move components in a Zendesk layout to better fit your needs. Open a layout for editing and select a component in the canvas area. A list of actions will appear, allowing you to move, resize, or replace the component. You…
How can I stack components in a Zendesk layout?
Stacking components in a Zendesk layout is a great way to save space. To stack components, open a layout for editing and select the component you want to stack. Drag it below or above another component until a blue target icon appears, then release…
How do I manage components in the context panel of a Zendesk layout?
Managing components in the context panel of a Zendesk layout allows you to customize the ticket interface further. In the Admin Center, go to Workspaces > Agent tools > Layouts, and select the layout you want to edit. In the layout builder, click…
Can I undo or redo changes in a Zendesk layout?
Yes, you can easily undo or redo changes while editing a Zendesk layout. If you make a mistake, simply click the undo icon at the top of the layout to revert the change. Similarly, you can click the redo icon to reapply a change. This feature is…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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