How to Personalize Agent Portal Settings
Agents can personalize their portal experience by clicking Personal Settings from the profile menu.
Personal Settings to customize in the agent portal
On the Personal Settings page, you can customize the following settings:
General
General settings are the basic settings that define a system’s overall operation. They include:
- Basic Info
- Localization Setting: Language and Time Zone
- Ticket Settings
- Activity Settings
These General settings allow users to customize the system according to their preferences to make it more user-friendly.
By default, the selected values have the Inherit from global settings value. This means it loads the settings created by your organization administrator.
| Settings | Description |
|---|---|
| Time Zone | Sets the default time zone used throughout the app. For example: If you set the time zone to EST, you can see the time in EST throughout the app. |
| Language | Sets the default language used throughout the app. For example, the portal will be displayed in German by selecting it as the default language. |
| Sort Replies | Sets the default sorting order for replies in the ticket details page – Ascending or Descending order. |
| Ticket Layout | Sets the ticket list page’s default layout in–Card view, Grid view, or Detail view. |
| Default Ticket View | When you open a ticket module, you can specify which view it should load by default. For example, if the my pending tickets view is set, the pending tickets alone are displayed when loading the ticket list page. |
| Ticket Page Count | Displays the specific number of tickets in the card/grid/detail view on a single page. |
| Default Brand Preference | The brand selected here will be set as the default selection in the Brand dropdown on the ticket list page. Inherit from URL will take the brand value from the URL (i.e., based on which brand the agent portal URL is used to load the site). All – Selects all the brands. Specific – Allows setting a specific brand. |
| Activity Layout | Sets the Activity list page’s default layout in Grid View or Detail View. |
| Default Activity View | When you open an Activity module, you can specify the default view it should load in. For example, if my pending view is set, only the pending activities will be displayed when loading the Activity list page. |
| Activity Page Count | Displays a specific number of activities in grid view on a single page. |
Roles & access
In the Roles & Access tab, an agent can view their Ticket Brand Access, Ticket Access Scope, Groups and assigned Role. These tabs restricts the tickets the agent can view.
Change password
You can reset your password using the Change Password settings.
Security
Here, you can enable Two-Factor Authentication (2FA) for the agent, to enhance your security.
API Keys
An API Key is used to authenticate and authorize a user, developer, or calling programmer calling programmer to access an API. It is included in the API call and is used to identify the caller and authorize the request.
The agent should enable the Manage API keys permission checkbox in the Profile module to access the Create API key.
