Next Gen Case Layouts

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In the Next Gen Agent Desktop, the Case Details panel in the case detail view can be customized. Most Desk customers will be allowed to have more than one customization of the case view. By tailoring the customizations to change which information is shown to your agents, you can assign different agents to different tasks and optimize their workflow by giving them the exact information they need for the work they are doing.

You might also have custom fields that are not intended for anyone to see or edit because they are set automatically and drive business rules and workflow. Or, perhaps, you store sensitive information in custom fields that you don’t want every agent to have access to. In any of these scenarios, you can create custom case layouts that only show the information you want to show. 

More than a Layout

Most plans allow for the use of three active custom case layouts in addition to the System Default layout. The Business Plan allows for the use of unlimited active custom case layouts. The Starter Plan only allows for the use of one custom layout in addition to the System Default layout.  

At all plan levels, you can create as many layouts as you like, but at any one time, you can only have as many active layouts in use as your plan allows.

Classic Agent Desktop customers will appreciate this great improvement since Classic Agent can only have one Case Theme live at one time. 

Creating a Case Layout

To get started, go to the Cases tab in the Admin page. Then, in the left column, navigate to the Cases item. A submenu will appear. Navigate to Next Gen Case Layouts (Case Themes are for the Classic Agent Desktop).  

Next Gen Case Layouts is where you create your custom case layouts. 

To create a layout, click on "Add Case Layout” button at the top of the page. When the new layout editor appears, start by giving it a name. 

There are three categories of objects that can be added to a layout:

Standard Case fields
These are the fields that all accounts start with.  

The fields are:
  1. Status (drop-down select)
  2. Priority (drop-down select)
  3. Group Assignment (drop-down select)
  4. Agent Assignment (drop-down select)
  5. Labels (tag cloud)
  6. Subject (text)
  7. Description (long text)
Custom Case Fields 
These are fields that you create for your own organization. See the article on Custom Fields for Case and Customer for more information.

Integrations is another category that consists of three kinds of components that can be added to a layout. For information on Integration URLs, you can refer to the How to Configure Integration URLs article.

They are:
  1. Standard iFrames Standard iFrames are simply iFrames that use one of your Integration URLs as a source address. You create Standard iFrame components by creating Integration URLs that are defined to render in a Standard iFrame. See the Integration URLs help documentation for more information.
  2. Canvas Application iFrames Canvas Application iFrames are also sourced by an Integration URL that you create, but these iFrames make a secure request with a signed POST header that sends a lot of information to the source URL, and these iFrames can interact with the Canvas Javascript library on the page that contains the iFrame.
  3. Third-party App Widgets When you install a third-party Desk app, if there is a UI component that goes along with the App, it will become one of the Integration components you can optionally apply to your layouts.  

System Default Layout

Every Desk account starts with the System Default layout. The System Default layout cannot be edited or assigned to any agent. The System Default automatically displays all standard and custom fields. The System Default layout does not count against your allowed amount of active custom case layouts.  

Two-Column Layout

We consider the Case Details panel to be two-columns wide because it will fit two half-width fields side-by-side, as you can see in the default Group and Agent field arrangement.  

With exceptions, most fields can be set to either a “half-width” or “full-width” setting (see Adjusting Field Properties below). “Half-width” fields can be on a row by themselves, or share the row with another “half-width” field. Only one “full-width” field can be on a row. 

The exceptions:
    •    All Standard Fields have fixed widths. They can’t be changed from their original settings
    •    Custom fields of type “True/False” will always be full-width
    •    All iFrames (Standard and Canvas) will always be full-width

Adding and Rearranging Fields in the Layout

All fields can be dragged & dropped into any position. If they are already on the layout, they can be moved. If they are in one of the tool buckets in the right column, they can be dragged over into the layout, and dropped into any available position.

Alternatively, you can edit the properties of any field on the layout (hover and click the gear icon) and change the position number. The position numbers flow first right-to-left, then top-to-bottom. Fields should reflow themselves to fit the new position of the moved field.  

Removing Fields from the Layout

Anything you add to a layout, and all but two of the standard fields, can be removed from a layout. When you hover over any field in the layout, an “X” will appear. Click the X to remove the field. The field will be moved back to the relevant container on the right. 

Group and Agent are the only two fields that cannot be removed from a layout.

Adjusting Field Properties

Each field has a set of properties that can be edited. The properties are specific to the use of the field in the particular layout. Global properties of the field itself are still edited where you create and manage the field. 

All fields have a Position property. This is a way to quickly jump a field to a new position elsewhere on the layout. Otherwise, it’s easier to drag & drop the field. 

Most fields have a Size property that controls whether it is “Half-width” or “Full-width.” See the Two-Column Layout section above to learn about restrictions.

iFrames (Standard and Canvas) have a Height property that controls how tall the iFrame displays on the page. 

Assigning the Layout to Agents

Any agent can be assigned to any custom case layout (but not the System Default layout). An agent can only be assigned to one layout at a time; an agent will always see the same view of every case which is defined by the assigned layout. 

Below the layout editor (scroll down) is the agent assignment interface. Click on an agent’s name to assign the agent to the current layout. If the agent is greyed-out, that means the agent is currently assigned to a different layout. If you click on a greyed-out agent, you will be warned that you are reassigning the agent to the current layout. You can agree and continue or cancel and leave the agent assigned to the original layout. 

If you have a lot of agents, you can filter the list of agents with the Members filter, or by searching for the agent by name. 

Agent assignment is not required. Any agents that are not assigned to a custom layout will automatically see whichever layout is set to be the default layout (see the Default section below). 

Groups cannot be assigned to layouts at this time. 

Saving Your Layout

When you are done making all of your layout and assignment changes, click the green “Add” or “Update” button at the top right of the screen. Your layout will be saved and your agents will see the changes in the layout as soon as they refresh their browsers. 

If you don’t "Update" after making your changes and assignments, they will not be saved. 


Defining a Different Default Layout

Because the System Default layout automatically displays all standard and custom case fields, you could easily outgrow this layout when, for example, you start adding custom fields that store sensitive information which you don’t want everyone to see. You can set any other layout to be the default layout. When a layout is the default, it is the layout all unassigned agents will see. 

To make a layout the Default layout, navigate to the “Next Gen Case Layouts” page where all of your layouts are listed. Click the grey “Default” button on the layout that you want to be the default. Only layouts that are set to ON can be the default layout. The row will flash yellow and the button will change to blue indicating it is now the active default layout.   

When a custom layout is the default layout, it still counts against your limit of allowed active layouts - only the System Default layout does not count against your limit. 

Turning Layouts On and Off

Your allowance of custom case layouts limits how many layouts are active at one time. You can create as many as you want, but you can concurrently use only as many as your limit allows. 

A custom case layout is active, and can be displayed to agents, when the ON|OFF button in the layouts list is set to ON. Any agents assigned to layouts that are OFF will see the Default layout instead. 

You can only turn ON another layout if you have allowance remaining. If you are already at your allowance, first turn OFF another layout. 

When setting a layout to OFF, any agents directly assigned to that layout revert to seeing the Default layout. The assignments will be kept on the layout, however, in case you want to turn it back on shortly; you won’t have to reassign everyone to the layout. 

You cannot set the Default layout to OFF. If you wish to turn that layout OFF, first assign Default to a different layout. 

Conversely, you cannot set a layout that is OFF to be the Default. 

Adding Dependent Drop Downs to the Case Layout

To add Dependent Drop Downs to your Next Gen Agent case layout:
  1. First, you'll need to create Custom Fields for your Dependent Drop Downs
  2. When you've created your Custom Fields, go to: Admin > Cases > Cases > Next Gen Case Layouts
  3. Click "Add Case Layout"
  4. In the right-hand of the Case Layout page, open the Custom Fields menu tab
  5. Drag and drop your Dependent Drop Downs into the Page Layout window (e.g., Mobile Operating System and Manufacturer). You can configure the layout by dragging fields to any location in the layout window

  1. When you're done, click "Update"
  2. Opening a Case in the Next Gen Agent, you will see the Dependent Drop Downs in the lower right navigation