Configuring column layouts on the Ticket creation page plays an important role in helping teams work more efficiently and stay focused. Without proper configuration, agents may face many irrelevant columns, making the ticket handling process slower, prone to input errors, and at risk of displaying information that should not be accessed by certain parties.

To address these needs, Mekari Qontak provides the Ticket Layout feature, which allows customization of Ticket column displays based on the needs and roles of each team. With this feature, each team can only view and manage columns relevant to their responsibilities in the ticket handling process.

This feature can be accessed through the Layout tab on the Ticket page in the Properties menu. In this tab, you can create new layouts, make changes to existing layouts, or delete layouts that are no longer used. Created layouts can also be applied according to operational needs in Ticket management.

To understand how to use this feature in more detail, please refer to the following steps.

Important
- Currently, the Layout management feature, both for adding fields and setting required/optional options, only applies to columns related to About Ticket. Meanwhile, columns related to Associated companies and Associated contacts can only be managed from the required/optional settings.
- For columns related to Product Association, they can be managed through the Properties menu, specifically on the Settings page.

A. How to Create a New Layout

1. Log in to your CRM account, then select the Properties menu.
   
2. Then click the “Layouts” tab.
   
3. On the Layout page, click “Create layout”, then select “Ticket”.
   

4. Next, you will be directed to the following page. In the step Fill details, fill in the Layout name, Pipeline, and Teams fields. Then click “Continue”.
   

   In the Teams section, you can select a specific team or All teams.
   

5. Then the Layout management page will appear as shown below. Arrange and manage each field you want to display on the Deals creation page.
   

No.	Feature Name	Description
1	Available fields	Contains fields that are available and have not been added to the layout area. To add a new field, you can move it automatically by drag and drop on the ‘six dots’ icon to the layout area.
2	Search field name	A column to search for the name of an already created field.
3	Filter	A filter to make it easier for you to search for field names. You can filter the data based on: Description: All creators is used to filter data based on all creators.  Created by Qontak is used to filter data based on fields created by the Qontak system. Created by user is used to filter data based on fields created by the user.
4	Create field	Click this button to add a new field. You will automatically be directed to the following field creation page.
5	Ticket layout	An area to arrange the fields that have been added.
6	‘Six dots’ icon	Click this icon to easily move the layout arrangement.
7	‘Three dots’ icon	Contains the following options: Description: Edit property: Edit the field. Set as required: Set the field as required to fill in. Send to top: Move the field to the top position. Send to bottom: Move the field to the bottom position. Takeout property: Delete the field. If you delete a field, the deleted field will return to the Available fields box.
9	Select field	Click this button to add available fields from Available fields.
10	Preview	Click this button to see the display that will appear on the Customers page. Example of the Preview that will appear:

6. Next, the layout you created will appear on the following page.
   

B. How to Delete a Created Layout

Here are the steps you can follow.

1. On the Layout data you want to delete, click “Actions”.
   
2. Then select “Delete”.
   
3. Then an information box will appear as shown below. Click “Delete” to continue.
   
4. A notification will appear stating that the Layout has been successfully deleted.
   

C. How to Duplicate a Layout

Here are the steps you can follow.

1. Click “Actions” on one of the Layouts, then select Duplicate.
   

2. Next, you will be directed to the Create ticket Layout page. In this case, the Pipeline must not have the same Layout name as the one being duplicated. So, you need to change the Layout name to be duplicated. Then repeat the same steps as in creating a Ticket Layout by specifying the Pipeline and Team. Then click “Continue”.
   

3. Rearrange the Ticket layout as you wish.
   

4. The duplicated data will then appear again on the following page.
   

That concludes the explanation on how to create, delete, and duplicate Ticket Layouts. Next, learn how to manage Ticket Properties here.