Customise the ticket layout

A ticket layout decides which panes agents see on a ticket and where: properties, conversation, customer context, apps, knowledge and intelligence. A ticket uses its form’s layout, else its contextual workspace’s layout, else the default layout.

Build a layout

1. Open Admin Center, Tickets, Ticket layouts and choose New layout.
2. Enter a Name.
3. Under Panes, drag panes between columns, onto a gap to open a new column, or from the palette. A layout has at most 4 columns. The conversation has a column of its own.
4. Set each column’s Width (200 to 640 pixels), or let one take the remaining width. Mark panes that should start closed.
5. Under Properties panel, choose which properties agents see, such as requester, assignee, CCs, type, priority, tags and custom fields, and drag them into order.
6. Under Where it applies, pick the Ticket forms and Contextual workspaces that use it. Or turn on Default layout.
7. Check the Preview and save.

A form or workspace has one layout: assigning it here takes it off any other layout.

The Intelligence pane

It shows the ticket’s intent, sentiment and language. It needs AI turned on under Admin Center, Integrations, AI & translation.

Delete a layout

Tickets that used it go back to the next layout that applies, or the standard page.

Related

• Set up contextual workspaces
• Build ticket forms with conditions