What your own settings change for you
Everything under your name menu and My Settings that changes the portal for you and only you: your photo and details, two-factor, time off, theme and density, language and timezone, notifications, email signature, search, sidebar and the daily briefing Elise prepares.
Photo
On My Settings > Profile. Upload photo takes a PNG, JPEG or WebP up to 2 MB, saves as soon as you pick it, and shows on ticket replies and in the team list. Remove clears it back to your initials, or to your Microsoft 365 directory photo when you have one. Directory sync never overwrites an uploaded photo.
Account info
Your sign-in email, read-only because it comes from single sign-on, and your Role badge. Both are shown for reference only.
Profile Information fields
Display Name, Job Title, Department, Business Phone, Mobile Phone and Office Location, saved with the Save button on the card. Save stays greyed out until you change something. When your account is linked to Microsoft 365 a Sync to Microsoft 365 switch also appears, on to begin with, and a save then sends the same edit to your Microsoft 365 directory profile.
Two-factor authentication
Set up two-factor turns on an authenticator-app second factor for your own sign-in, with 10 backup codes for a lost phone. Turning it off asks for a current code.
Time Off
From, To and Note mark whole days you are out. Saving one pulls you out of dispatch scheduling for those days and lets Elise explain the gap. Block your calendar instead for anything shorter than a full day.
Browse
On this page
Your name menu
Theme
In your name menu at the top right. Classic, Dark or Custom, applied across the whole portal for you at once. Custom has an Edit link to the color editor on Settings > Company > Theme. Your choice is kept in your browser.
Density
Also in the name menu: Comfortable, Normal or Compact row spacing, kept in your browser. It is also on Settings > Company > Theme.
Language
Also in the name menu: Use browser language, or pick one directly. It is the same setting as the Language row on My Settings > Display, so changing it in either place changes both.
Features, My Settings and Sign out
Features, for staff, opens the list of what the platform does, one entry for each capability, with where to find it and what it needs first. My Settings in the name menu opens your own settings pages. Sign out ends your session.
Display
Display Preferences
On My Settings > Display. Autocorrect for text areas, Timezone (Use company time, or pick your own; dates like an invoice date are calendar days and never shift), Language for the portal's buttons and menus, and an AI Assistant Avatar upload shown on your screen only. Photo is not here: it lives on Profile.
Service Desk
Also on Display. Opening a claimed ticket decides whether claiming opens the ticket right away or keeps you on the list so you can grab several in a row. The Needs Attention buckets (Escalated, Failed to dispatch, Awaiting first response and Unclaimed pool) are all on to begin with, and quieting one only changes your own feed.
Notifications
Sounds & Email Digest
On My Settings > Notifications. Switches for Notification chime, New-ticket sound and Other notification sounds, plus Email delivery: Immediate, Hourly digest, Daily digest or Off (bell only).
Event preferences
One Default, On or Off choice per event for each channel set up on your instance, with a Default for your role line on each row. A Desktop toast column appears only once an approved company computer is assigned to your staff record.
System notifications
System notifications (always on)
A list of platform messages, such as quote and agreement links, ticket reopen links, meeting invitations, customer auto-replies and operator-configured automations, that never go through your preferences and cannot be turned off here.
Email signature
Email Signature
On My Settings > Email Signature. Build a signature with a Layout (Classic, Modern, Compact, Banner or Centered), Style options (color, font, divider, photo shape, logo size) and Fields you can add to or remove, or switch to Custom HTML and paste your own. A live preview updates as you build, and a Copy button copies the finished signature for Outlook or Gmail.
Search
Search
On My Settings > Search. Results Per Category (2, 3, 5 or 10), a Visible Categories checkbox for each type of record search can return (all on to begin with), and a Category Order list you drag to reorder how categories stack.
Navigation
Navigation
On My Settings > Navigation. Navigation Preferences holds L4 navigation, Inline or New Tab, which controls whether a sub-tab's edit actions open in place or in a new browser tab. Tab & Section Customization has Reset to defaults, which asks you to confirm, clears the sidebar layout you saved, and reloads the page. The sidebar's own Customize sidebar pencil makes the same layout changes.
Briefing
Briefing
On My Settings > Briefing. Your subscribed domains are the sections of your Command Center home that Elise prepares for you; you can reorder, disable or remove each one. The Catalog lists the sections you have access to, from personal ones such as Yesterday's recap and Your SLA pressure up to pod, client, firm, finance and dispatcher ones such as Pod day, Client deep-dive, Renewals in next 60 days, AR aging buckets and Triage queue, plus the Elise signal queue. Add attaches one as it is, and Configure & add asks you to fill in what the section is about, for example a pod or a client, before it adds it. Elise free-form focus lets you describe in your own words what Elise should watch for in your morning briefing.
Why it works this way: What your own settings change for you
Upload your own photo and it wins: a Microsoft 365 directory photo is only used until you upload one, and sync will not overwrite or clear an uploaded photo afterward. An admin with edit access to Team can also set or clear it from your staff record.
Language is one setting, whether you change it in the name menu or on the Display page. Theme and Density are in the name menu and on Settings > Company > Theme, and both are kept in your own browser.
Search, Navigation and Briefing choices are private to you: nothing you set on those three pages changes what a teammate sees.
Other ways to do this: What your own settings change for you
Sidebar
Open My Settings under Configuration in the left sidebar.
Questions this page answers
How do I set my profile photo?
Use Upload photo on the Profile page and pick a PNG, JPEG or WebP up to 2 MB. It is stored square at 256 pixels, so a portrait crop and a landscape crop end up the same size, and it appears everywhere immediately: your replies on a ticket, the team list, the profile menu at the top right. Remove takes it away and puts your initials back. There is no approval step and no separate save button; the photo is the preview.
What is the Profile page for?
This page is where you edit your own info. Update your name, contact details, job title, department, phone numbers, and office location here.
What does "Opening a claimed ticket" control?
What happens after you press Claim. On (the default), claiming takes you straight into the ticket to start working. Off, you stay on the list - the row refreshes to show it's yours - so you can sweep up several tickets in a row. The Claim button on the tickets page's Needs Attention card always opens the ticket.
What are the Needs Attention buckets?
Four reasons a ticket can land in your Needs Attention feed: Escalated (open tickets flagged escalated), Failed to dispatch (Elise tried to place it but found no pod, no candidate, or no slot), Awaiting first response (assigned but no customer-facing reply yet), and Unclaimed pool (unassigned new tickets in your pods). All four are on by default; quieting one only affects your own view, everywhere the feed appears. A ticket that qualifies for several reasons shows under the strongest one you still have enabled.
Can I change my timezone?
Yes - the Timezone picker here offers every IANA zone. Your personal timezone changes how date-grouped views bucket days for you - dashboards, reports, your time-for-today math, and when your notification digest lands. Ticket timestamps stay on the instance Default Timezone so the whole team reads the same clock. Leave it unset to follow the company default.
How do the three-state toggles work?
Each event/channel cell has three states: Default (no override - follows your role's catalog default), Force on (this user receives regardless of role default), and Force off (this user is silenced even when the default is on). The "Default for your role" hint on each row shows what would fire if you leave the toggle on "Default".
What's the difference between Email and In-app channels?
Email arrives in your inbox. In-app shows in the header bell + the notifications list inside the portal. An event can support one, the other, or both - only channels the catalog allows for an event surface as toggle columns on its row. Channels whose adapter isn't configured for this instance are hidden entirely.
Why do I not see a Desktop toast column?
Because no device is assigned to you yet, so a toast would have nowhere to land. Ask whoever manages the team to open your staff record under Team > Staff, use Devices on your row, and add your computer. The column appears the next time you load this page.
Why are some notifications in a separate "System notifications" section?
Those messages are part of the platform's transactional flows - token-bearing magic links (quotes, agreements, meeting confirmations), customer auto-replies on closed tickets, and operator-configured automation sends. They aren't gated by user preferences because disabling them would break the user-facing flow. Listed so you can see what fires.
How do notification preferences work?
Go to My Settings > Notifications. Notifications are a grid of events (new tickets, replies, closures, reassignments, and more) with a column for each channel, Email and In-app. Every cell is a three-state toggle: Default, Force on, or Force off. A separate Sounds and digest card controls the browser chime and how often email is batched, and a locked System notifications section lists the messages the platform always sends.
What is the Email Signature page for?
This page builds your own signature. It gets attached to your outbound ticket replies. It is separate from the company-wide footer set under Settings → Email → Signature & Footer.
How do I set up my email signature?
Go to My Settings → Email Signature. Paste HTML from your existing Outlook or Gmail signature, or use the visual builder to make one from scratch. Then save it. It gets used automatically when you send ticket replies by email. Any email template using the signature variable adds it too.
How do I set up my email signature?
Go to My Settings > Email Signature. You can paste HTML from your existing Outlook signature or use the visual builder. The signature is used when sending ticket replies via email. Use the signature template variable in email templates to insert it.
What is the Search page for?
This page customizes your own header search dropdown. It sets which entity types show, how many results appear per category, and the order they appear in.
How do I reorder or hide a result category?
Go to My Settings → Search. Under Category Order, drag a category to reorder it in the header search dropdown. Under Visible Categories, uncheck any category to leave it out of your results. All are on by default. Set Results Per Category for how many results each one shows. Use Reset to Defaults to undo all of it.
What is the Briefing page for?
This page picks which Command Center sections feed your personal daily briefing on the dashboard. You can configure and reorder them here.
How do I add a section to my briefing?
Go to My Settings → Briefing. Under Catalog, click a domain you have permission to see. Only domains you can access show up here. Fill in any settings it asks for, like a ticket-age cutoff. Click Subscribe, or Configure & add. It then appears under Your subscribed domains, where you can reorder it, turn Enabled on or off, or click Remove.
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