Using dark mode to increase agent display options (EAP)

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Support

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Dark mode in Support is currently in an Early Access Program (EAP). You can sign up for the EAP when you activate dark mode for your account.

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
• Turning on dark mode
• Turning off dark mode
• Matching system appearance
• Highlighting ticket conversations with dark or light mode
• Activating dark mode for your account (admins)
• Deactivating dark mode for your account (admins)
• Dark mode limitations

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

1. In Support, click your profile icon in the top bar.
2. 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

1. In Support, click your profile icon in the top bar.
2. 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

1. 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.

2. In Support, click your profile icon in the top bar.
3. 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

1. In a ticket, click the options menu icon () in the conversation header to open the options menu.
2. 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.

To activate dark mode for your account

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Agent interface.
2. Select Allow agents to turn on dark mode in Agent Workspace.

   

3. Below the Early Access Program Agreement, select I agree.

   

4. Click Submit to finalize the agreement.
5. 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.

To deactivate dark mode for your account

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Agent interface.
2. Deselect Allow agents to turn on dark mode in Agent Workspace.

   

3. 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.