Your profile
Partly availableChange the name your team and customers see, your time zone and language, and the short note other agents read about you.
On this page
Open Settings > Your profile. Every role can edit their own profile; nobody else can change it for you, apart from your role, which an admin sets on the users page.
Under Details, fill in First name and Last name. Teammates see your name on assignments, notes and mentions. Customers see it too when a mailbox or chat widget is set to show the agent's name.
Pick a Time zone and a Language, or leave both on Helpdesk default.
Add a line or two under About you if you like. It is optional and only other agents see it.
Select Save profile.
What each field does#
| Field | What it is for |
|---|---|
| First name, Last name | Your name in assignee lists, internal notes and mentions. A mailbox set to send as the agent shows it as "your name at the mailbox name", and chat can show your first or full name. |
| The address you sign in with. You cannot edit it here. | |
| Role | What you may do in this helpdesk. Read only here; an admin changes it under Settings > Users. |
| Time zone | Saved on your profile. Ticket times, reports and business hours currently follow the helpdesk's own time zone, so everyone on the team sees the same clock. |
| Language | Saved on your profile. The helpdesk's screens are in English whichever language you pick. |
| About you | A short note for your teammates, up to 2,000 characters. |
Things you cannot change here yet#
Profile picture. Uploading a picture is not available yet. Your initials stand in for a photo everywhere.
Sign-in email. There is no screen for changing the address you sign in with. If it has to change, ask an admin to invite the new address and deactivate the old profile, as described in Manage users.
Related settings#
Two other pages hold settings that are about you rather than the helpdesk:
Settings > Two-factor sign-in protects a password sign-in with a code from your phone. See Two-step sign-in.
Settings > Notifications decides which events reach you in the app, by email or with a sound. See Notifications.
Your availability, such as away for lunch, is set from the account menu at the bottom of the sidebar. Your status and availability explains it.
Related articles
- Two-step sign-inAsk for a code from your phone's authenticator app after your password, keep recovery codes for a lost phone, and turn it off again.
- NotificationsThe bell, the emails you can get about tickets and mentions, the daily summary of open tickets, and what admins set for new agents.
- Your status and availabilitySet yourself available, away or offline, step away for lunch or a meeting, and what your status changes in the helpdesk.
- Manage usersInvite people, change their role, deactivate someone who has left and hand the owner role to someone else.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.