Your profile photo, two-factor authentication, toast notifications, and navigation layout
My Settings > Profile's photo and contact fields and its Two-factor authentication card, My Settings > Notifications' Desktop toast channel and email digest, My Settings > Display's AI Assistant Avatar, and the two doors onto your own sidebar layout: the sidebar's Customize control and My Settings > Navigation.
What you will have
- Update your own contact details and see where your photo comes from.
- Turn on two-factor authentication for your own account.
- See why the Desktop toast channel might not show up for you, and how it differs from email.
- Set your own AI Assistant Avatar, separate from what everyone else sees.
- Hide, show, and reorder your own sidebar.
- Clear a saved sidebar layout from either of its two doors.
Why it works this way
The Desktop toast channel is not just off by default - it is hidden from your Notifications page entirely until a device is assigned to your own staff record, since there is nowhere for the toast to appear otherwise.
A toast never queues and never waits for the email digest setting above it: the digest only batches email, so a toast either fires right away on an assigned device or it does not fire for that event at all.
The AI Assistant Avatar you set here is personal to your own screen. Everyone else keeps seeing the company default or the plain icon unless they upload their own.
Steps
Open My Settings > Profile.
The Profile Information card holds your display name, job title, department, both phone numbers, and office location. Update any of them and click Save. If your account is Microsoft-synced, a Sync to Microsoft 365 checkbox also appears, and a checked box pushes the same edit back to your M365 directory profile.
Open My Settings > Profile. Look at the Photo control at the top of the same card.
With no photo uploaded, you see your initials in a circle - not an error, just what shows before you pick one. Upload a photo here and it wins permanently: our own directory sync will neither overwrite it nor clear it afterward. Remove the uploaded photo and, if your account is Microsoft-synced, the directory photo returns on the next sync; otherwise you are back to initials. The hint line under the button says exactly where this photo appears: on your ticket replies and in the team list. Anyone signed in who can already see your name can see it, including a customer reading a reply you posted - it is never a public link.
Look at the Photo control at the top of the same card. Open the Time Off card, further down the same page.
Time Off is for whole days only - pick a From date, an optional To date and an optional note, then click Add time off. The moment you save it, dispatch stops scheduling you for those days, and it can explain why a ticket went to someone else instead. For a shorter absence, block your calendar rather than using this card.
Open the Time Off card, further down the same page. Open the Two-factor authentication card.
Click Set up two-factor to start: you scan a QR code with an authenticator app, or type in a key by hand, then enter the 6-digit code it shows you to turn it on. Turning it on hands you 10 backup codes, each good for one use if you lose your device. Once it is on, turning it back off asks for a current code first, so a stolen session alone cannot switch it off either.
Open the Two-factor authentication card. Open My Settings > Notifications and scroll past the Event preferences table.
Desktop toast is the balloon our agent shows in the corner of a screen on a computer assigned to you. Unlike email and the in-app bell, it is never switched on by your role - it stays off for every event until you set one to Force on. This tenant has no device assigned to this account yet, so the whole Desktop toast column is left out of the table rather than shown disabled, and this hint line appears instead.
Open My Settings > Notifications and scroll past the Event preferences table. Scroll back up to Email delivery, under Sounds & Email Digest.
This is where email compares to a toast. Immediate sends one email per event; Hourly or Daily bundle them into a digest; Off keeps the in-app bell only. A toast ignores this setting entirely - it is always immediate on whichever device is assigned, with a short per-machine cooldown and an hourly cap so a noisy rule cannot bury your screen, and a toast for a computer that is switched off simply expires rather than arriving late.
Scroll back up to Email delivery, under Sounds & Email Digest. Open My Settings > Display and find the AI Assistant Avatar row.
This sets the icon your assistant shows in chat on your own screen only - it does not change what anyone else sees. Upload a PNG, JPG, WebP, SVG, or GIF up to 2 MB, or click Remove once you have one to go back to the system default or the plain icon.
Open My Settings > Display and find the AI Assistant Avatar row. Click the Pencil icon at the bottom of the sidebar to customize your own navigation.
The Pencil is desktop chrome, and it only shows with the sidebar expanded, not in rail mode; its tooltip reads "Customize sidebar". In edit mode every item grows an up and a down arrow, which reorder it inside its own section, and an eye icon that hides it - changes apply only to your own account. Click Save to keep them or Cancel to back out untouched, and once you have a saved layout a Reset to Default button appears under them.
Click the Pencil icon at the bottom of the sidebar to customize your own navigation. Hide an item and find it again in the Hidden list.
Clicking an item's eye icon takes it out of its section and drops it into a Hidden list at the bottom of the sidebar, under the heading Hidden. Workflows and Reports are hidden here. Each one keeps its own icon and a crossed-eye button, tooltip "Show item", that puts it straight back where it came from. Nothing is saved until you press Save, so Cancel restores every item you hid in this pass.
Hide an item and find it again in the Hidden list. Open My Settings > Navigation to clear a saved layout from the settings page.
The Navigation page carries two cards. Navigation Preferences holds L4 navigation, Inline or New Tab, which decides whether a sub-tab's edit actions open in place or in a fresh browser tab. Tab & Section Customization holds a single Reset to defaults button that clears every hide and reorder you have saved and puts your sidebar back to the system layout. This is the door with a safety on it: it asks "Reset navigation preferences to defaults?" first and reloads the page afterwards. The sidebar's own Reset to Default does exactly the same thing, with no question asked and no reload.
Open My Settings > Navigation to clear a saved layout from the settings page.
If it did not work
- If Sync to Microsoft 365 never appears on the Profile page, your account is not Microsoft-synced, so an uploaded photo or edited field never leaves the portal.
- If Desktop toast never appears on your Notifications page, assign a device to your own staff record first - the channel is left out entirely until then, not shown disabled.
- If the pencil icon is missing from the bottom of the sidebar, widen the browser window - sidebar customization is desktop-only chrome.
Questions this page answers
How do I edit my profile?
Go to My Settings > Profile. You can update your display name, job title, department, phone numbers, and office location. Click Save to persist changes. If "Sync to Microsoft 365" is checked, your changes will also update your M365 directory profile.
How do I update my contact details?
Go to My Settings → Profile. Update your display name, job title, department, phone numbers, or office location. Then click Save. If "Sync to Microsoft 365" is on, the same change also updates your M365 directory profile.
Where does my photo come from if I never upload one?
Microsoft 365. If your account has a directory photo, the identity sync pulls it and uses it, and it refreshes on a later sync when you change it in Microsoft. Remove it in Microsoft 365 and the next sync removes it here too, back to your initials. Uploading a photo here stops all of that: your own pick wins permanently, and the sync will neither overwrite nor clear it. Remove the uploaded photo and the Microsoft photo comes back on the next sync. If neither exists you get your initials, and that is not an error.
Who can see my photo?
Anyone signed in who can already see your name. That includes the customer reading a ticket you replied to, because putting a face on a reply is the point. It is not published: the image is served through the same signed-in file door as every other upload, so a link on its own does nothing for someone who is not logged in. An admin can also set or clear the photo on a staff record from the Team side, and that is recorded in the audit log with their name.
What does the Time Off card do?
It records whole days you are out. The moment you save a date range, dispatch stops scheduling you for those days and can explain why a ticket went to someone else. For a shorter absence, block your calendar instead - Time Off is for full days only.
What does the Two-factor authentication card do?
It turns on a second sign-in step for your own account, so a stolen password alone cannot get in. Click "Set up two-factor", scan the code with an authenticator app (or type in the key by hand), then enter the 6-digit code it shows you to turn it on. You get 10 backup codes when it turns on - each works once if you lose your device. Turning it off asks for a current code first.
What is the Desktop toast channel?
A balloon in the corner of your screen, shown by our agent on the computers assigned to you. It is the most interrupting channel we have, so it is off for every event until you turn it on: unlike email and the bell, it is never switched on by your role or by being the assigned tech. Set an event to Force on and you will start seeing it on every device on your list.
How do toasts behave compared with email?
They are always immediate. The digest setting above batches email into an hourly or daily send, which makes sense for an inbox; a toast an hour late is worse than no toast, so toasts ignore it. They also do not queue up: your machine has a short cooldown on repeats and a cap of a few toasts an hour, so a noisy rule cannot bury your screen. If a computer is switched off, its toast waits for the machine to check in and expires with the rest of the queue rather than arriving days later.
What does the AI Assistant Avatar card do?
It sets a picture just for you: the icon your assistant shows in chat, on your own screen only. Other staff keep seeing the company default or the plain icon unless they upload their own. Upload a PNG, JPG, WebP, SVG, or GIF up to 2MB, or click Remove to go back to the default.
Was this helpful?