Layout builder

An emerging trend among enterprise customers was the lack of flexibility and customization within the interface. Customers were beginning to use Zendesk as a ticketing backend and using other products for frontend or custom coding their own contact center UI.

Problem

How might we provide a way for admins to customize their Zendesk experience giving them the flexibility and tools needed to easily build an experience catered to their teams’ needs and use cases?

Solution

The layout builder, a WYSIWYG layout building experience where admins can create one or more layouts that are customized to their agents’ needs within their workspace.

I worked with several partner teams to develop patterns and components that could scale to other builder experiences within Zendesk.

Admins can now create several custom layouts that they have control over. Admins can determine which agent groups should see which layouts creating more control and customization options for how our interface is utilized.

Impact

Businesses that leverage layout builder:

• see an average improvement of 38 minutes per ticket for Time to Resolution

• see an average improvement of 23 minutes per ticket for First Reply Time

Consistent growth with businesses actively utilizing the builder with an average 36% month over months, for 6 months following.

Businesses using the builder account for $152,695,371 in terms of ARR.

Let’s connect!

Reach out to me at peterthomastravis@gmail.com if you’re interested in a full case study of this project