Plan requirement
| Subscription | Suite Growth or higher, Support Professional or higher |
| Access | Admin |
The layout builder changes where things sit on the ticket screen, rather than which things appear. A different lever from workspaces.
Layout against workspace
- A contextual workspace decides what an agent gets: which form, which macros, which apps.
- A custom layout decides where it sits: the arrangement of panels, fields and apps on screen.
They work together, and the confusion between them is the main reason people cannot find the setting they are looking for.
What you can move
The composer, the conversation, the ticket properties, the context panel and any apps. Teams put the fields they use constantly next to the composer, and push the ones they rarely touch further away.
Where it makes a real difference
- Agents on small screens. The default arrangement assumes more width than a laptop has.
- Work driven by one app. If your agents live in an order lookup, that should not be three clicks away.
- Forms with many fields, where the important ones get buried.
Change it with the team, not for them
Layout is muscle memory. Agents who have worked the same screen for a year become slower for a fortnight after a rearrangement, however much better the new one is. That cost is worth paying for a real improvement and not for a tidier screenshot.
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