If you select Preferences this will open a menu where you can customize areas of your Agent Profile, and set up personal settings for notifications and security.

The menu is divided into tabs where you can edit settings that relate to your account. These are Profile, Security, Preferences, and Notifications.

Profile

In the Profile tab you can change:

• Profile Image - Choose an avatar image that will be displayed to Users and other Agents, if you don't add an image your avatar will just display your initials.

• Name - Choose the name you want to be displayed as.

• Alias - You can choose to set up an Alias by enabling the Display an alias to end users toggle, this lets you choose an Alias Profile image and Alias Name which will display to end-users.

• Contact Information - Add your contact information, your primary email address will be marked with a blue flag icon.

• Language and Locale - Select your timezone and language.

• Signature - Create a personal signature which will be appended to each response you send.

Note

Setting a signature will save you time when replying to tickets by automatically appending your signature whenever you send a reply.

When you have a signature set it will appear in the reply box like this:

The x let you quickly remove it, or you can toggle it on and off from the text formatting tools in the reply box.

Security

From the Security tab you can:

• Reset your password - Which sends a password reset link to your Deskpro email.

• Use the Mobile App QR Code - Which lets you securely login to your Deskpro account on our Mobile app.

• Reset API Token - Which will immediately invalidate any API tokens, so you will be required to re-login to Deskpro from all of your authentication sources and the helpdesk.

If your Admins have 2FA enabled on your helpdesk, you can set up Two-Factor Authentication from here. See this page for instructions on setting up Two-Factor Authentication.

Preferences

From the Preferences tab, you can set your Ticket tab preferences to define your default behavior for a tab when you add a ticket reply or agent note:

Notifications

Admins control whether you can change your notification preferences. If you have the ability to change your notification this can be done from the Notifications tab.

From here you can determine which helpdesk events you want to be notified of. These are divided into Tickets, IM, Tasks, Help Center, CRM, My Account, you can set which notifications you want by toggling the notification preferences on or off across each of the Notification tabs.

There are separate columns for email and browser notifications so you can choose which notifications you receive about events by email, on your browser, or both.

Note

If you have not been given permission by your Admin to change your notification settings for specific events the toggles will show a lock symbol.