Introduction to the Support agent interface (standard agent interface)

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  • Bernd Boente

    seit heute gibt es eine neue Ansicht,leider ist diese nicht sehr Übersichtlich, da kein Kontrast.
    Wiekann ich das ändern??
    Mann kann die Tabs kaum erkennen Auchdas Suchfeld ist unvorteilhaft



  • Dominic Torkovsky

    Guten Tag Bernd,

    Sie können unter 

    Admin > Einstellungen > Konto > Branding 

    Die Hintergrund-Farbe der Seitenleiste mit den Symbolen anpassen. Hilft es Ihnen hier weiter, eine andere Hintergrund-Farbe zu verwenden ? 

    Viele Grüsse,


  • Socorro Fernandez

    This is a great article that I continue to reference to new agents of our Zendesk Instance!


    In regards to the Ticket Toolbar when looking at a ticket specifically the following:

    • Ticket info displays the ticket status, type, and number.

    One of our agents noticed that if they use a Macro that updates the ticket status, the status on the Ticket info will update to that given status from the macro even though they have not yet submitted the ticket.

    For example, if I have an open ticket and apply a macro to set the ticket to solved, it will update the Ticket info status to Solved, even though you haven't submitted the ticket.

    The ticket is in a sort of limbo where technically it is open because I have not yet hit submit but I can tell that the Ticket info is just directly updating based on the bottom toolbar status.

    I am curious on your thoughts on this and based on the scenario above, would it make sense that the Ticket info were to reflect open until it was submitted? Of course this would require to go back into the ticket to see. Please reach out if you have any questions.


    Thank you!

  • Cyn Armistead

    Can I customize the dashboard, or replace it with a view I've created?

  • Nicole Saunders
    Zendesk Community Team

    Hi Cyn - 

    Not at this time, but additional functionality around the Agent Interface has been proposed for next year. 

  • Christopher Rehn


    Is there any way, maybe through an app in Marketplace, where I can add and edit my own links to important features in our sidebar in Zendesk, the bar on the left side with "Home", "Views", et cetera?

  • Brett Bowser
    Zendesk Community Team

    Hey Christopher,

    There may be an app in the marketplace available that can get you what you're looking for. Some apps will automatically add an icon to the left sidebar as well. What sort of links are you trying to include in this sidebar?

    You may want to take a look at the Iframe app in our marketplace if you''d like to display a website in the ticket sidebar.

    I hope this points you in the right direction!

  • Brett Bowser
    Zendesk Community Team

    Hey Christopher,

    1. From the app I don't believe you can get it to open in a new tab.
    2. You should be able to install the iFrame app multiple times in your account if you need to display multiple websites. When installing, it should as if you'd like to install another.

    I tried to see if there were other apps available but was unable to track anything down on my end.

  • Alejandro Colon

    I am trying to find some training/documentation for agent training. 

    But, all I can seem to find is Admin information.


    In the article, three is a link to 

    Tip: If you want to learn more about being an agent, check out the Zendesk agent training courses.

    But, that is admin training. 


    I have searched around some and figured I should just ask. 


    The same thing goes for the video in this article. It includes all admin things as well. 

    Is there an agent version?

  • Brett Bowser
    Zendesk Community Team






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