When activated by an admin, dark mode in the Support provides agents with the flexibility to choose the interface that best suits their needs. Agents can pick between dark mode or light mode in the Support ticketing system. They can also choose to match the system appearance they have set for their operating system.
This article contains the following sections:
About dark mode
Dark mode addresses common concerns among agents who spend long hours in front of screens, helping to reduce eye strain, headaches, and fatigue. By providing a more comfortable viewing option, especially during nighttime shifts or in low-light environments, dark mode can improve overall productivity and accessibility. Dark mode also supports users with color blindness and light sensitivity, ensuring that our Zendesk platform is usable for everyone.
Dark mode in Support includes tickets, views, Support settings pages, and so on. No features or capabilities are impacted.
Turning on dark mode
Dark mode changes the default interface for the Support ticketing system from light to dark.
To turn on dark mode
- In Support, click your profile icon in the top bar.
- Click Display to open the Display menu and select Dark mode.
The interface changes to dark mode immediately.
Turning off dark mode
Turning off dark mode changes the interface for the Support ticketing system from dark to light again.
To turn off dark mode
- In Support, click your profile icon in the top bar.
- Click Display to open the Display menu and select Light mode.
The interface changes back to the default light mode.
Matching system appearance
In addition to switching between light and dark mode, you can set Support to match the system appearance on your laptop. This can be useful for situations where you work on multiple laptops or devices with changing interface options.
To match your system appearance
- Set the system appearance on your laptop.
For example, use settings in Mac OS to set the appearance or use settings in MS Windows to set personalized colors.
- In Support, click your profile icon in the top bar.
- Click Display and select Match system appearance.
The Support interface will change to match the dark or light mode settings on your laptop.
Highlighting ticket conversations with dark or light mode
In some cases, you may want to mix dark and light mode in the ticket interface to hightlight ticket conversations. You can set dark and light mode separately for ticket conversations. This setting applies to ticket conversations only.
To highlight ticket conversations
- In a ticket, click the options menu icon (
) in the conversation header to open the options menu. - Select View in dark or View in light to switch between dark and light mode in ticket conversations.
Activating dark mode for your account (admins)
Admins have an account-wide setting that allows agents to switch between dark and light mode in Support. When this setting is turned on, agents can use their profile menu to turn dark mode on and off. This setting works for Support only, not Admin Center or other Zendesk products and apps.
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Agent interface. - Select Allow agents to turn on dark mode in Agent Workspace.
- Below the Early Access Program Agreement, select I agree.
- Click Submit to finalize the agreement.
- Click Save to save your settings.
Deactivating dark mode for your account (admins)
In certain cases, you might not want agents to use dark mode. For example, if you have apps or custom integrations that don't support or work well with dark mode.
- In Admin Center, click Workspaces in the sidebar, then select Agent tools > Agent interface.
- Deselect Allow agents to turn on dark mode in Agent Workspace.
- Click Save.
When dark mode is deactivated, agents will not see a Display menu when they click their profile icon.
Dark mode limitations
Dark mode limitations include:
- The dark mode setting applies to Support only, not Admin Center or other Zendesk products.
- Dark mode doesn't work for the in-product help panel or for some in-product notifications.
- Dark mode does not work for third-party apps and integrations that appear in the Support interface.
- Dark mode does not change the Brand Color you have set for the Support interface.
17 comments
Paul Tarling
Super SUPER excited for this feature - my agents have been asking me for this for a long time. Right now, they think Christmas has come early :)
We're noticing a few peculiarities though. Given this is an EAP, where/how should we be reporting any issues we come across?
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Jimmy Rufo
Hi Team,
Is this a staggered rollout? We don't have the option to activate dark mode. See below.
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Lisa Kelly
Hi Jimmy,
Glad you are going to try it out! You need to be on the Admin Center > Workspaces > Agent Interface page in Admin Center to see the setting, not the Agent Workspace page.
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Lisa Kelly
Hi Paul,
Glad you like the feature! If you have feedback or questions about this EAP, visit our community forum where we collect and manage customer product feedback.
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Krzysztof Klimek
why does it only work on half the screen?
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Alan Pugh
Krzysztof Klimek It looks like you selected dark mode from the conversation menu rather than the profile menu
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Lisa Kelly
Hi Krzysttof It looks like you have activated Dark mode for ticket conversations only. To set Dark mode for the full Support interface, you need to choose Dark mode from your profile menu. See this topic for instructions: Turning on Dark mode.
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Krzysztof Klimek
got it - thank you guys
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Vlad
Is there an app event that is triggered when the user activates or deactivates dark mode so that the apps can be customized accordingly? Otherwise, this feature is useless and cannot replace Chrome dark mode
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Jennifer Yim
Hi Vlad! Appreciate your feedback on apps for dark mode - your input helps us shape a better experience!
We're excited to share that the Zendesk Support Apps team is actively making this change to allow developers to be able to access the theme by calling
client.get('theme')or by listening for changes viaclient.on('theme.changed'). Our goal is to deliver this change to developers by 4/16 and conduct lightweight testing with a group of developers during 4/16 - 4/23 to ensure it poses no problem and incorporate any feedback we may hear.Would you like to be a part of this testing? Please let us know!
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Niclas gmail
I reverted to using the DarkReader plugin instead, since some customer email responses have styling which makes the text invisible.
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Meir
Why does the nav strip on the left stay white?
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Lisa Kelly
Hi Meir,
Your account may have a Brand Color setting that overrides Dark mode in the Support navigation bar. If you are an admin, see Customizing colors in the agent interface to view the Brand Color setting for your account. If you're an agent, ask your admin.
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Meir
Thanks, that was it. Although I don't see how to go back to default, whatever default is. I just picked a color.
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Lisa Kelly
Hi Meir, You can click Revert to default colors on the Branding settings page. See image below. Then, Save your changes and refresh your browser.
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Mark Lactaotao
since this looks to be an additional feature, does it have an additional cost?
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Lisa Kelly
Hi Mark There is no extra charge for dark mode, It's available in any Suite or Support plan. You do need to have the Zendesk Agent Workspace activated.
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