Fourth Insight - The power of Multi-Layouts

Fourth Insight - The power of Multi-Layouts

The Wheels of Ticketing - Desk Stories

The power of Multi-Layouts




QuoteIn the previous insights, we have established that layouts are the foundation for a ticketing system, and fields are the building blocks for the same system.


Fundamentals of layouts

Fields play a crucial role in helping customers and agents collect valuable end-user information to understand their concerns better. Organizations must prioritise collecting accurate data in the right format to ensure efficiency. It's essential to avoid overwhelming end users with unnecessary or confusing fields; clarity is key. Additionally, the layout of these fields should be thoughtfully classified based on the data collected from end users to provide a more intuitive and user-friendly experience.

Understanding multi-layouts

Using multiple layouts in a help desk environment can significantly enhance the customer experience and streamline support processes. 

For instance, let’s take a telecommunication service provider that offers both postpaid and prepaid options. These two services cater to distinct user needs and provide varied features. Imagine an end-user needing to raise a support ticket specifically for a postpaid service. Instead of relying on a single generic form encompassing both service types, the organization can enhance user experience by developing two tailored layouts: one dedicated to postpaid and another to prepaid services. 

This approach involves choosing the right fields to align with each service and streamlining the ticket submission process. Doing so significantly reduces data clutter, allowing the end-user to navigate the forms easily and provide the necessary information to receive adequate and timely support for their queries.

Multi-layout best practices


For a ticketing help desk system to support multiple layouts effectively, consider the following:

  • Modular design: Streamline your ticket submission process into multiple services according to your business. Each service can be created as a layout. If there are common details between services, build this interface with reusable fields.
  • Role-based preset: To simplify onboarding, pre-configure layouts connected to agent roles according to the solutions they provide to customers.
  • Customisation engine: To ensure accurate information and help agents with all required information, include widgets using extensions and proper recommendations using tooltips.
  • Responsive data integration: To avoid ticket creation latency, ensure only the required fields are added to the layout. Using layout rules, you can also make the design responsive based on the input.
  • Performance optimisation: Validate the data given in the layout fields using validation rules to minimise the agent's load time on incorrect data.
  • Accessibility: Design layouts with keyboard navigation, screen reader support, and high-contrast options to accommodate all users.
These best practices can help your organization apply multiple layouts in your ticketing help desk system to accommodate diverse agent workflows, improve efficiency, and raise customer satisfaction levels.

A story for better understanding

Streamlining Support with Multiple Layouts

This narrative illustrates how multi-layouts improve efficiency, adaptability, and the overall experience for agents managing customer support tickets.


At Help Point Innovations, a rapidly growing SaaS company, the customer support team faced challenges managing an overwhelming influx of tickets. While their help desk system was operational, it lacked flexibility and only provided a uniform ticket view, frustrating agents. Simple inquiries were often lost amid more complex technical problems, causing agents to spend unnecessary time navigating multiple tabs to locate information. This led to declining morale and increasing response times.


Enter Chandler, the new support operations manager, tasked with turning things around. He collaborated with the operations team to implement a new ticketing help desk system that supported multiple layouts tailored to different agent needs. 

The Standard Layout – The All-Purpose Form 

On his first day, Chandler shadowed Mike, a level 1 support agent handling general inquiries. Mike used the standard layout, a clean, streamlined form designed for quick ticket triage:

 

  • Ticket list pane: A sortable list of open tickets with columns for ticket ID, customer name, priority, and subject. Filters let Mike focus on "New" or "High Priority" tickets.
  • Ticket details pane: Clicking a ticket displayed the customer's message, purchase history, and a chat-like thread for internal notes and replies.
  • Quick actions bar: Buttons for everyday actions like "Assign to Self," "Reply with Template," or "Escalate" were front and center.

 

Mike valued how the Standard Layout let him process simple tickets, like password resets or billing questions, in under a minute. For example, when a customer asked about a subscription refund, Mike pulled up the ticket, checked the purchase history in the details pane, and sent a pre-approved refund response using a template without leaving the screen.

 

The standard layout empowered level 1 agents to efficiently handle high-volume, straightforward tickets, reducing average response time by 30%.

The Tech Layout – In-depth Troubleshooting 

Next, Chandler observed Lila, a Level 2 technical support specialist who tackled complex issues like API errors and software bugs. Lila switched to the technical layout, and when queries came in, she automated the tickets to move them to this layout so that they could help with in-depth analysis:

 

  • Expanded ticket details: The layout prioritized technical data, showing error logs, system diagnostics, and API call history alongside the ticket thread.
  • Integrated tools pane: A sidebar linked to debugging tools, a knowledge base, and a code snippet library for quick reference.
  • Collaboration panel: A dedicated space for real-time collaboration with developers via internal chat, with options to attach screenshots or screen recordings.


When a customer reported an API timeout issue, Lila used the technical layout to view the error log, cross-reference it with the knowledge base, and ping the dev team in the collaboration panel. She identified a rate-limiting issue, shared a workaround with the customer, and flagged the ticket for a permanent fix within 15 minutes.

 

The technical layout reduced resolution time for complex tickets by 40%, as agents had critical tools and data at their fingertips.

The Custom Layout – Personalized Productivity

Finally, Chandler met Riya, a senior agent who handled level 1 and 2 tickets. Riya had created a Custom layout to suit her unique workflow:

 

  • Hybrid ticket view: Riya combined elements of the standard and technical layouts, with a compact ticket list and a detailed technical pane for quick switches between complex and straightforward tickets.
  • Pinned widgets: She added widgets for her most-used tools, like a live chat monitor and a shortcut to her favorite response templates.
  • Colour-coded priority: Riya customized the ticket list to highlight VIP customers in red and urgent tickets in yellow.

 

When a VIP client reported a critical issue, Riya's custom layout let her spot the ticket instantly, access diagnostic data, and respond with a personalized message in record time. Thanks to her tailored setup, she could easily pivot to handling a batch of routine tickets without missing a beat.



Custom layouts boosted agent satisfaction and productivity, as veterans like Riya could work in a way that matched their expertise and preferences.

The Transformation

In just weeks, introducing the new help desk system with multiple layouts transformed Help Point's support operations. Agents became more efficient and effective, customers enjoyed prompt solutions, and the team's morale soared. One of Chandler's highlights was when he caught Mike and Lila discussing which layout was most suitable for specific scenarios, indicating that the operations team had developed multiple tailored views. These custom views enabled agents to focus on the particular requirements of each ticket, boosting productivity by reducing unnecessary clutter.

Wrapping up

The key to success? Flexibility. By offering multiple layouts, standard for speed, technical for depth, and custom for personalization, he help desk system met the diverse needs of the support team and turned disorder into a well-oiled machine.



Please stay tuned for more Desk Module stories.

 

Cheers,

 

Kavya Rao

The Zoho Desk Team





        • Recent Topics

        • Python - code studio

          Hi, I see the code studio is "coming soon". We have some files that will require some more complex transformation, is this feature far off? It appears to have been released in Zoho Analytics already

        • Generate a link for Zoho Sign we can copy and use in a separate email

          Please consider adding functionality that would all a user to copy a reminder link so that we can include it in a personalized email instead of sending a Zoho reminder. Or, allow us to customize the reminder email. Use Case: We have clients we need to

        • Zoho Social - Post Footer Templates

          As a content creator I often want to include some information at the end of most posts. It would be great if there was an option to add pre-written footers, similar to the Hashtag Groups at the end of posts. For example, if there is an offer I'm running

        • Seriously - Create multiple contacts for leads, (With Company as lead) Zoho CRM

          In Zoho CRM, considering a comapny as a lead, you need us to allow addition of more than one contact. Currently the Lead Section is missing "Add contact" feature which is available in "Accounts". When you know that a particular lead can have multiple

        • The Social Wall: August 2025

          Hello everyone, As summer ends, Zoho Social is gearing up for some exciting, bigger updates lined up for the months ahead. While those are in the works, we rolled out a few handy feature updates in August to keep your social media management running smoothly.

        • Ugh! - Text Box (Single Line) Not Enough - Text Box (Multi-line) Unavailable in PDF!

          I provide services, I do not sell items. In each estimate I send I provide a customized job description. A two or three sentence summary of the job to be performed. I need to be able to include this job description on each estimate I send as it's a critical

        • Allow to pick color for project groups in Zoho Projects

          Hi Zoho Team, It would be really helpful if users could assign colors to project groups. This would make it easier to visually distinguish groups, improve navigation, and give a clearer overview when managing multiple projects. Thanks for considering

        • Zoho Books - Quotes to Sales Order Automation

          Hi Books team, In the Quote settings there is an option to convert a Quote to an Invoice upon acceptance, but there is not feature to convert a Quote to a Sales Order (see screenshot below) For users selling products through Zoho Inventory, the workflow

        • Can't find imported leads

          Hi There I have imported leads into the CRM via a .xls document, and the import is showing up as having been successful, however - when I try and locate the leads in the CRM system, I cannot find them.  1. There are no filters applied  2. They are not

        • Custom Button Disappearing in mobile view | Zoho CRM Canvas

          I'm working in Zoho CRM Canvas to create a custom view for our sales team. One of the features I'm adding is a custom button that opens the leads address in another tab. I've had no issue with this in the desktop view, but in the mobile view the button

        • The connected workflow is a great idea just needs Projects Integrations

          I just discovered the connected workflows in CRM and its a Great Idea i wish it was integrated with Zoho Projects I will explain our use case I am already trying to do something like connected workflow with zoho flow Our requirement was to Create a Task

        • Zoho Projects MCP Feedback

          I've started using the MCP connector with Zoho Projects, and the features that exist really do work quite well - I feel this is going to be a major update to the Zoho Ecosystem. In projects a major missing feature is the ability to manage, (especially

        • Function #10: Update item prices automatically based on the last transaction created

          In businesses, item prices are not always fixed and can fluctuate due to various factors. If you find yourself manually adjusting the item rates every time they change, we have the ideal time-saving solution for you. In today's post, we bring you custom

        • Inventory to Xero Invocie Sync Issues

          Has anyone had an issue with Invoices not syncing to Xero. It seems to be an issue when there is VAT on a shipping cost, but I cannot be 100% as the error is vague: "Unable to export Invoice 'INV-000053' as the account mapped with some items does not

        • email template

          How do I create and save an email template

        • Enhancements in Portal User Group creation flow

          Hello everyone, Before introducing new Portal features, here are some changes to the UI of Portals page to improve the user experience. Some tabs and options have been repositioned so that users can better access the functionalities of the feature. From

        • Archiving Contacts

          How do I archive a list of contacts, or individual contacts?

        • How do I filter contacts by account parameters?

          Need to filter a contact view according to account parameter, eg account type. Without this filter users are overwhelmed with irrelevant contacts. Workaround is to create a custom 'Contact Type' field but this unbearable duplicity as the information already

        • Can I add Conditional merge tags on my Templates?

          Hi I was wondering if I can use Conditional Mail Merge tags inside my Email templates/Quotes etc within the CRM? In spanish and in our business we use gender and academic degree salutations , ie: Dr., Dra., Sr., Srta., so the beginning of an email / letter

        • Zoho CRM button to download images from image upload field

          Hello, I am trying to create a button in Zoho CRM that I can place in my record details view for each record and use it to download all images in the image upload fields. I tried deluge, client scripts and even with a widget, but feel lost, could not

        • Unveiling Cadences: Redefining CRM interactions with automated sequential follow-ups

          Last modified on 01/04/2024: Cadences is now available for all Zoho CRM users in all data centres (DCs). Note that it was previously an early access feature, available only upon request, and was also known as Cadences Studio. As of April 1, 2024, it's

        • blank page after login

          blank page after logging into my email account Thanks you

        • Introducing the revamped What's New page

          Hello everyone! We're happy to announce that Zoho Campaigns' What's New page has undergone a complete revamp. We've bid the old page adieu after a long time and have introduced a new, sleeker-looking page. Without further ado, let's dive into the main

        • Function #9: Copy attachments of Sales Order to Purchase Order on conversion

          This week, we have written a custom function that automatically copies the attachments uploaded for a sales order to the corresponding purchase order after you convert it. Here's how to configure it in your Zoho Books organization. Custom Function: Hit

        • RingCentral/Zoho CRM integration

          Hi I would like to know if our RingCentral/Zoho CRM integration will record incoming calls from clients to my mobile number. I have both Ringcenral and Zoho CRM apps on my iPhone. I know it records the outgoing calls I make and shows them in Zoho CRM

        • Free webinar: Security that works: Building resilience for the AI-powered workforce

          Hello there, Did you know that more than 51% of organizations worldwide have experienced one or more security breaches, each costing over $1 million in losses or incident response? In today’s threat landscape, simply playing defense is no longer enough.

        • "Subject" or "Narration"in Customer Statement

          Dear Sir, While creating invoice, we are giving in "Subject" the purpose of invoice. For Example - "GST for the month of Aug 23", IT return FY 22-23", "Consultancy", Internal Audit for May 23". But this subject is not coming in Customer Statement. Only

        • Zoho Books Sandbox environment

          Hello. Is there a free sandbox environment for the developers using Zoho Books API? I am working on the Zoho Books add-on and currently not ready to buy a premium service - maybe later when my add-on will start to bring money. Right now I just need a

        • Apply Vendor Credit Automatically

          Hello!!! Is there a way where in we can apply vendor credits automatically on the FIRST OUTSTANDING BILL of the vendor?? We have lots of VENDOR CREDITS ISSUES mostly!!! Applying it manually is a pain for us. Would be great if we have a way to apply the

        • Cliq iOS can't see shared screen

          Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

        • Retainer Invoice.

          Why ZOHO not have facilities to deduct partially advance payment from an invoice.

        • Apply Vendor Credits Automatically

          We are bulk importing Vendor credits in Zoho Books!!! Is there a way to apply vendor credits automatically to the first UNPAID bill of the Vendor?

        • Cant Save Gauge on Creator Page

          How to Save Gauge on Creator Page see movie https://vimeo.com/1116410860?share=copy#t=0

        • Granular Email Forwarding Controls in Zoho Mail (Admin Console and Zoho One)

          Hello Zoho Mail Team, How are you? At present, the Zoho Mail Admin Console allows administrators to configure email forwarding for an entire mailbox, forwarding all incoming emails to another address. This is helpful for delegation or backup purposes,

        • Apply Advance option not shown in report

          We are facing an issue in Zoho Expenses. While approving an Expense Report, the "Apply Advance" option is not appearing under the three dots (More Options). Details: Module: Expense Reports Issue: "Apply Advance" option not visible Status of Report: Awaiting

        • Introducing Assemblies and Kits in Zoho Inventory

          Hello customers, We’re excited to share a major revamp to Zoho Inventory that brings both clarity and flexibility to your inventory management experience! Presenting Assemblies and Kits We’re thrilled to introduce Assemblies and Kits, which replaces the

        • Auto Capitalize First Letter of Words

          Hi I am completely new to ZOHO and am trying to build a database. How can i make it when a address is entered into a form field like this: main st it automatically changes is to show: Main St Thank You

        • Follow-up emails via Workflow Automation not staying in the same thread

          Dear Zoho Support Team, I am currently using Workflow Automation in Zoho Campaigns to send follow-up emails. In my test case, I noticed the following behavior: All emails in the automation have the same subject line. If the follow-up email is sent within

        • Client Script refuses to set an initial value in Subform field

          I tried a very simple, 1 line client script to set a default value in a custom subform field when the "Add Row" button is clicked and the user is entering data. It does not work - can someone tell me why? ZDK documentation suggests this should be doable.

        • Formatting of Balance Sheet and Profit & Loss Reports

          The default format of the Balance Sheet and P&L Reports are based on the Account Types and then the individual accounts within the Chart of Accounts. These are then ordered alphabetically under these sub-headings and one is unable to re-order these or

        • Next Page