Personalize Ticket Detail View with Workstation
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The ticket detail view displays ticket information, lists the actions that users must perform, and shows customer details along with other related information that help support reps while communicating with customers and addressing tickets.
The detail page can also include custom buttons, fields, layout, and other information related to the department or the particular record. In addition to these features, users need flexibility to personalize the interface as per their requirements.
Workstation allows users to personalize the ticket module completely by selecting a desirable style. The information bar, ticket properties, panels, action tabs, and much more can be customized as per their preference.
Workstation provides a set of templates to choose from:
- Standard
- Classic
- Modern
- Compact
- Advanced
- Superior
- Custom
Availability
Permission Required
Users with the agent profile can access this feature.
Check Feature Availability and Limits
Standard style
The Standard style is the default layout provided in the ticket detail view page. The ticket information is displayed in a well-balanced structure, with the information bar on the left, followed by ticket properties and the subject panel.
By applying this style, the support agents get easy access to key information and actions. It also helps them to review, update, and manage tickets efficiently from a single workspace.
Classic style
In the Classic layout, the information bar and the ticket properties are placed on the right, providing more attention to the subject panel.
This style helps in prioritizing ticket conversations, providing additional space to review customer messages, email threads, and detailed responses while maintaining easy access to essential ticket information.
Modern style
In the Modern style, the information bar and the ticket properties are to the left, but the information bar includes labels for each option, making actions easier to identify and access.
The modern style improves discoverability by providing clear visual cues for available actions. By displaying descriptive labels alongside options, it helps support agents quickly locate what they need, reducing the effort required to navigate the interface and perform the required actions.
Compact style
The Compact style follows a layout similar to the Standard style, with the information bar collapsed by default to maximize the available workspace.
The compact style prioritizes ticket content by reducing the space occupied by navigation and action controls. This provides more room for reviewing ticket details and conversations while still allowing users to access additional actions when needed.
Advanced style
The Advanced style positions the information bar on the right and displays ticket properties in a dedicated panel that remains visible always. The Marketplace panel is placed between the ticket detail view and the properties panel, providing quick access to integrations and applications.
The advanced style can be used by support agents who work on workflows that rely on external systems and integrations. By keeping Marketplace apps readily accessible alongside ticket information, support agents can retrieve customer data, review related records, and perform tasks across connected systems without leaving the ticket view.
Superior style
The Superior style combines actions from the header and footer into a single action band at the top of the ticket view. The information bar is located on the right, and selecting an option expands its content on the left side of the page without navigating away from the ticket.
By centralizing controls and enabling side-panel expansion, it allows support agents to perform tasks and review additional details while maintaining focus on the current ticket, reducing unnecessary navigation during the resolution process.
Custom style
The Custom style allows users to create a personalized ticket workspace by configuring the position and visibility of individual components, including the information bar, ticket properties, panels, and other ticket elements.
Support agents may want the ticket detail view page to be as per their preference. For example, they may want the information panel to be collapsed so that it doesn't take their attention away from the ticket details. To fit in these custom requirements, custom style can be created.
By allowing workspace elements to be arranged according to individual preferences and operational requirements, the Custom style helps surface the most relevant information and tools for specific roles and responsibilities.
The Custom style provides the flexibility to create a layout that closely aligns with the way users work, helping reduce context switching and improve overall productivity.
The following can be customized:
- The name of the style.
- The display, position, and visibility of the informationbar and ticket properties by double-clicking the Ticket Properties section.
- The position of the action band by double-clicking the Action Tab frame.
- The position of each frame by double-clicking and rearranging it as required.
Note:
- A support agent can create only one custom style.
- Any changes made to an existing custom style overwrite the previous configuration.
- If a predefined style is customized, it is treated as a custom style. In this case, the existing custom style is replaced with the newly customized style.
To create a custom style
- Navigate to Setup > Personalization > Workstation.
- Click Create Custom Style.
- Rearrange the panels based on the requirement,
- Click Save.
- Click Yes, proceed.
Business scenarios
Retail Industry
A customer support representative at an e-commerce company uses the Compact style to scan through high volumes of tickets during sale seasons quickly. The collapsed information bar allows them to focus on ticket subjects and respond faster without needing to perform actions on each ticket.
Healthcare Sector
A help desk technician at a hospital uses the Advanced style to keep the Marketplace panel accessible for integrating patient record systems while maintaining a clear view of ticket properties. This setup helps them address patient inquiries efficiently while referencing external applications.
IT Services
A technical support engineer at a software company uses the Superior style to merge all action buttons in the action band. This consolidated view enables faster response times when handling critical incidents, as all actions are accessible from a single location at the top of the screen.
Applying styles
Both predefined and custom styles can be applied to the ticket module.
When a style is applied, all tickets are displayed using the selected layout. You can change the applied style at any time.
To see how a style will appear in the ticket detail view without applying it, use the Preview option. Enable Sample Data to view a realistic preview of the layout, making it easier to evaluate the style before applying it.
To apply a style
- Navigate to Setup > Personalization > Workstation.
- Select a template of your choice.
- Click Apply this style.
- Click Yes, proceed in the apply style confirmation popup.
Editing and deleting a custom style
The custom style can be edited or deleted at any point.
To to edit a custom style
- Navigate to Setup > Personalization > Workstation.
- Hover on the custom style and click the edit icon.
- Update the required changes and click Save.
To delete a custom style
- Navigate to Setup > Personalization > Workstation.
- Hover on the custom style and click the delete icon.
- Click Yes, delete in the confirmation popup.
Note: The custom style can also be edited and deleted from the customize page.