Managing agent interface settings for Support

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<p id="docs-ai-summary-content">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.</p>
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<p class="p">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.</p>
<div class="p">This article includes the following topics:<ul class="ul" id="topic_djf_c2k_dzb__ul_fwg_p2k_dzb">
<li class="li"><a class="xref" href="#topic_lbp_p2k_dzb">Accessing the agent interface settings</a></li>
<li class="li"><a class="xref" href="#topic_tby_z2k_dzb">Agent interface settings</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lbp_p2k_dzb">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the agent interface settings</h2>
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<p class="p">Although these settings influence the agent experience for a variety of features,
they are managed from a single page in Admin Center.</p>
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<strong class="ph b">To access the agent interface settings</strong><ul class="ul" id="topic_lbp_p2k_dzb__ul_j5x_sxk_dzb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_lbp_p2k_dzb__d8e1181" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Agent interface</strong>.</span></li>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_tby_z2k_dzb">
<h2 class="title topictitle2" id="ariaid-title3">Agent interface settings</h2>
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<p class="p">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.</p>
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<th class="entry cellrowborder" id="d88e101" style="text-align:left;vertical-align:top;">Setting</th>
<th class="entry cellrowborder" id="d88e104" style="text-align:left;vertical-align:top;">Description</th>
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<td class="entry cellrowborder" headers="d88e101" style="text-align:left;vertical-align:top;"><strong class="ph b">Agent Workspace</strong></td>
<td class="entry cellrowborder" headers="d88e104" style="text-align:left;vertical-align:top;">Use the Agent Workspace page in Admin Center to activate the
Zendesk Agent Workspace.<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581758611866" target="_blank">Activating and deactivating
the Zendesk Agent Workspace</a>.</p>
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<td class="entry cellrowborder" headers="d88e101" style="text-align:left;vertical-align:top;"><strong class="ph b">Focus mode</strong></td>
<td class="entry cellrowborder" headers="d88e104" style="text-align:left;vertical-align:top;">Focus mode enables admins to set condition routing based on agent
activity for voice and chat.<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835750042" target="_blank">Activating focus mode for
voice and chat in the Zendesk Agent
Workspace</a>.</p>
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<td class="entry cellrowborder" headers="d88e101" style="text-align:left;vertical-align:top;"><strong class="ph b">Signature</strong></td>
<td class="entry cellrowborder" headers="d88e104" style="text-align:left;vertical-align:top;">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.<p class="p">See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822471322" target="_blank">Adding a common agent
signature to ticket email notifications</a>.</p>
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<td class="entry cellrowborder" headers="d88e101" style="text-align:left;vertical-align:top;"><strong class="ph b">Email forwarding</strong></td>
<td class="entry cellrowborder" headers="d88e104" style="text-align:left;vertical-align:top;">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.<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836514202#topic_ipd_hvd_55b" target="_blank">Enabling the forwarding
option for agents in Zendesk Support</a>.</p>
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<td class="entry cellrowborder" headers="d88e101" style="text-align:left;vertical-align:top;"><strong class="ph b">Organization list</strong></td>
<td class="entry cellrowborder" headers="d88e104" style="text-align:left;vertical-align:top;">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 (<img class="image" id="topic_tby_z2k_dzb__image_zy5_2hk_dzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/organizations_icon.png">) is hidden from the Support sidebar for
all team members (agents and admins). End users can't access the
Organizations page.<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821417114#topic_n2f_23d_nqb" target="_blank">Controlling access to the
Organizations page</a>.</p>
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<td class="entry cellrowborder" headers="d88e101" style="text-align:left;vertical-align:top;"><strong class="ph b">Agent as requester</strong></td>
<td class="entry cellrowborder" headers="d88e104" style="text-align:left;vertical-align:top;">(Enterprise plans only) Limit an agent's ability to view internal
notes (also called <em class="ph i">private comments</em>) and agent-only ticket
fields on tickets they submit as a requester.<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10702126155674" target="_blank">Configuring agent access to tickets when the agent is the requester</a>.</p>
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