Why Zendesk Launched Custom Layouts
Why did Zendesk introduce custom layouts?
Zendesk introduced custom layouts to address the need for more user interface customization as customers scale. This change helps reduce inefficiencies caused by agents needing to navigate away from the ticket interface to find data.
The lack of customization was a pain point for many customers, leading to inefficient use of Zendesk. By allowing admins to configure the ticket interface, agents can access the right information and context at the right time, improving overall workflow.
More related questions
What are custom layouts in Zendesk's layout builder?
Custom layouts in Zendesk's layout builder allow admins to create personalized ticket interfaces. This feature uses a drag-and-drop interface, making it easy to customize without needing developer resources. With the layout builder, you can…
How can I access the custom layouts feature in Zendesk?
If you have an Enterprise account with Agent Workspace activated, the custom layouts feature is automatically available to you. You'll find it in the Admin Center under Agent Tools. No additional steps are needed to enable this feature for your…
Can agents create their own custom layouts in Zendesk?
Currently, agents cannot create their own custom layouts in Zendesk. This capability is tracked as a backlog item for future consideration but is not prioritized at the moment. Zendesk is interested in understanding customer needs regarding…
What benefits do custom layouts offer to Zendesk users?
Custom layouts offer several benefits, including improved agent workflow and reduced ticket management time. By allowing admins to customize the ticket interface, agents can access the most relevant apps and information more efficiently. This…
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