Manage Agent Interface Settings - Frequently asked questions
Frequently asked questions
How do I access the agent interface settings in Zendesk?
To access the agent interface settings in Zendesk, navigate to the Admin Center. From there, click on 'Workspaces' in the sidebar, then select 'Agent tools' followed by 'Agent interface'. These settings are crucial as they influence various…
What is the Zendesk Agent Workspace setting?
The Zendesk Agent Workspace setting allows you to activate the Zendesk Agent Workspace from the Admin Center. This setting is independent of agent roles and can be applied to both the Zendesk Agent Workspace and the standard interface. Activating…
What does the Focus mode setting do in Zendesk?
Focus mode in Zendesk enables admins to set condition routing based on agent activity for voice and chat. This feature is particularly useful for managing how incoming communications are handled, ensuring that agents are not overwhelmed and that…
How can I add a common signature for all agents in Zendesk?
Admins can define a common signature for all agents on an account in Zendesk. This signature is added to outgoing messages when an agent responds with a public comment from the agent interface. Having a standardized signature ensures consistency…
What is the email forwarding setting in Zendesk?
The email forwarding setting in Zendesk allows agents to forward emails from their personal accounts to the Zendesk Support email account. When this setting is enabled, the forwarded emails result in tickets created with the original sender as the…
How can I control access to the Organizations page in Zendesk?
In Zendesk, the Organizations page is enabled by default but can be disabled by an admin if organizations are not used to manage users. When disabled, the Organizations icon is hidden from the Support sidebar for all team members, including agents…
What does the 'Agent as requester' setting do in Zendesk?
The 'Agent as requester' setting in Zendesk, available only on Enterprise plans, limits an agent's ability to view internal notes and agent-only ticket fields on tickets they submit as a requester. This setting is designed to maintain…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
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