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.
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.
- 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.
|
| 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. |