Every teammate on the Help Desk can configure how it looks and feels for them. This allows you to make it suit how you work and move things where you want them to be.
Customize left sidebar
Pinning teams, teammates, or views
Go to Edit sidebar at the bottom of the inbox menu to pin or unpin inboxes and folders on the sidebar. This includes:
Inboxes
Your inbox
Mentions
Created by you
All
Unassigned
Folders
Teams
Fin AI Agent
Teammates
Views
You can pin different teams and views to your left sidebar by clicking on the pencil icon beside Teams/Views and then pinning individual ones using the pin icon beside their name.
You can't unpin teams you're a member of.
You also can't pin teammates whom you can't assign conversations to, this includes any teammates that have a "Lite" seat.
You can also re-order and collapse folders.
Creating custom folders
From Edit sidebar you can also create and pin your own custom folder to the left sidebar e.g. "Important" or "Starred".
Custom folders allow you to group individual teams, teammates and views together. They have the same flexibility that default folders already have like pinning/unpinning, collapsing and re-ordering.
Add apps to your right sidebar
You can add apps to your right sidebar by scrolling to the bottom of the sidebar and clicking on Edit apps.
Here, you can pin different apps by clicking on the pin icon beside the app name.
Change the order of apps in right sidebar
After you add your apps, you might want to move them around to have these closer to hand when chatting to your customers. To do that, simply use the three dots that appear beside the app name and drag the app into the desired position.
Some right sidebar items, such as assignee/team assigned and linked tickets can't be moved or removed.
Pin functions in the Help Desk composer
You can also pin commonly used functions such as Macros, Tours, Workflows or Emojis directly to your composer. To do that, click on the three dots menu and then pin the individual functions using the pin icon beside it's name 👇
Pinning custom apps is currently not supported. You can always access these by using shortcut ⌘/Ctrl + K
👍
Change your theme
Help Desk supports light and dark theme, as well as an option to match your system theme. You can toggle between these by using ⌘/Ctrl + K
, typing 'Theme', and then selecting the theme you want.
Or, click on your avatar in the bottom left corner of the screen and choose Theme then Light, Dark, or Match system.
Change the language
Intercom Help Desk is available in 5 different languages:
English (US)
German
Spanish (Mexico)
French (France)
Portugese (Brazil)
You can toggle between different languages by using ⌘/Ctrl + K
and type 'Switch' then arrow down and hit Enter
to choose a language.
Or, click on your avatar in the bottom left corner of the screen and then choose Language and then pick your preferred language.
Change the layout
Intercom Help Desk supports 2 layout types - Chat layout and table layout. You can toggle between these by using the shortcut key L
on your keyboard, or from the bottom of your conversations list.
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