Managing agent interface settings for Support

When you think of the agent experience for Zendesk support, you might think of the Zendesk Agent Workspace or agent roles. These are both big components of the agent experience, but not the whole picture. This article describes the other agent-related options that can be turned on or off to best meet your business needs.


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Support

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Summary: ◀▼
You can customize the agent experience by managing interface settings like activating the Agent Workspace, enabling focus mode for routing, setting a common agent signature, allowing email forwarding to create tickets correctly, controlling access to the Organizations page, and limiting agent access to private ticket details when they are the requester. These settings help tailor support workflows and agent interactions to your team's needs.




When you think of the agent experience for Zendesk support, you might think of the
Zendesk Agent Workspace or agent roles. These are both big components of the agent
experience, but not the whole picture. This article describes the other agent-related
options that can be turned on or off to best meet your business needs.
This article includes the following topics:
Accessing the agent interface settings
Agent interface settings




Accessing the agent interface settings

Although these settings influence the agent experience for a variety of features,
they are managed from a single page in Admin Center.

To access the agent interface settings
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent interface.





Agent interface settings

The following settings control aspects of the agent experience in Zendesk Support.
Most settings are independent of agent roles and applicable to both the Zendesk
Agent Workspace and the standard interface.








Setting
Description




Agent Workspace
Use the Agent Workspace page in Admin Center to activate the
Zendesk Agent Workspace. See Activating and deactivating
the Zendesk Agent Workspace.



Focus mode
Focus mode enables admins to set condition routing based on agent
activity for voice and chat. See Activating focus mode for
voice and chat in the Zendesk Agent
Workspace.



Signature
Admins can define a common signature for all agents on an
account. Agent signatures are added to outgoing messages when an
agent responds with a public comment from the agent interface. See
Adding a common agent
signature to ticket email notifications.



Email forwarding
Sometimes, agents receive emails in their own email accounts
rather than the Zendesk Support email account. When this setting is
enabled, emails they forward to the Support address result in
tickets created with the original sender as the requester rather
than the agent who forwarded the email. See Enabling the forwarding
option for agents in Zendesk Support.



Organization list
The Organizations page is enabled by default, but can be disabled
by an admin if you're not using organizations to manage your users.
When the page is disabled, the Organizations icon ( ) is hidden from the Support sidebar for
all team members (agents and admins). End users can't access the
Organizations page. See Controlling access to the
Organizations page.



Agent as requester
(Enterprise plans only) Limit an agent's ability to view internal
notes (also called private comments) and agent-only ticket
fields on tickets they submit as a requester. See Configuring agent access to tickets when the agent is the requester.







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