Managing agent interface settings for Support

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<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" target="_blank" rel="noopener">What's my plan?</a></div>
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<td><strong>Support</strong></td>
<td>Team, Professional, or Enterprise</td>
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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:
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<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>
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<h2 id="ariaid-title2" class="title topictitle2">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>
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<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" rel="noopener">Admin Center</a>, click <img id="topic_lbp_p2k_dzb__d7e991" class="image" 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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<h2 id="ariaid-title3" class="title topictitle2">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 id="d52e104" class="entry cellrowborder" style="text-align: left;">Setting</th>
<th id="d52e107" class="entry cellrowborder" style="text-align: left;">Description</th>
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<td class="entry cellrowborder" style="text-align: left;" headers="d52e104"><strong class="ph b">Agent Workspace</strong></td>
<td class="entry cellrowborder" style="text-align: left;" headers="d52e107">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" rel="noopener">Activating and deactivating the Zendesk Agent Workspace</a>.</p>
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<td class="entry cellrowborder" style="text-align: left;" headers="d52e104"><strong class="ph b">Focus mode</strong></td>
<td class="entry cellrowborder" style="text-align: left;" headers="d52e107">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" rel="noopener">Activating focus mode for voice and chat in the Zendesk Agent Workspace</a>.</p>
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<td class="entry cellrowborder" style="text-align: left;" headers="d52e104"><strong class="ph b">Signature</strong></td>
<td class="entry cellrowborder" style="text-align: left;" headers="d52e107">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" rel="noopener">Adding a common agent signature to ticket email notifications</a>.</p>
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<td class="entry cellrowborder" style="text-align: left;" headers="d52e104"><strong class="ph b">Email forwarding</strong></td>
<td class="entry cellrowborder" style="text-align: left;" headers="d52e107">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" rel="noopener">Enabling the forwarding option for agents in Zendesk Support</a>.</p>
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<td class="entry cellrowborder" style="text-align: left;" headers="d52e104"><strong class="ph b">Organization list</strong></td>
<td class="entry cellrowborder" style="text-align: left;" headers="d52e107">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 id="topic_tby_z2k_dzb__image_zy5_2hk_dzb" class="image" 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" rel="noopener">Controlling access to the Organizations page</a>.</p>
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<td class="entry cellrowborder" style="text-align: left;" headers="d52e104"><strong class="ph b">Agent as requester</strong></td>
<td class="entry cellrowborder" style="text-align: left;" headers="d52e107">(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/4408822560410#topic_km4_33s_dzb" target="_blank" rel="noopener">Restricting agent access to internal notes in tickets they request</a>.</p>
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