Managing agent interface settings for Support

Team, Professional, or Enterprise






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 Restricting agent access to internal notes in tickets they request.