Personalization

User Profile

This menu item contains general settings for the agent account.

Avatar

Here, the image used as an avatar image can be changed. It is possible to upload an avatar image directly, or you can register your email address on Gravatar to use this feature. Otherwise the first letters of the agent’s first and last name will be displayed.

Note

The file size should not exceed 1 MB for an uploaded image.

Language

Here, the language for the user interface can be selected.

Only those languages for which the translation completeness is at least 95% are listed by default. To see all available languages, click on the globe icon next to the drop-down list.

See also

Translation status of incomplete languages is low, but you can help to improve the translation at https://translate.otrs.com/.

Style

Here, the style which should be used for the user interface can be selected. For some styles, the Variant can also be chosen.

Time Zone

The time zone used by the user interface to display time values can be selected here. Just start typing the name of the capital city of your current location.

Date Time Format

Here, agents can select how the date and time are displayed.

Out of Office Time

Use the calendar entries to set the start and the end date for your out of office days. Multiple entries can be added here.

When you have finished updating the settings, press the Save button.

Security

This menu item contains the settings to protect the agent account.

Change Password

Here, the current password of the agent can be changed by entering the old and the new passwords.

Two-factor Authentication

Here can be added an additional authentication method, which is called two-factor authentication. Two-factor authentication acts as a second password to protect the account. While the normal password is something that the agent has to know, the two-factor token is something that the agent has to own. This means, if an agent enters the username and the password, then a token will be sent via email, SMS, or via a pre-configured authenticator application.

To pick a two-factor authentication method:

1. Click on the Setup button.

2. Enter your current password.

3. Follow the instructions you see on the screen.

This setting uses the same steps that are already explained in the Login to Agent Interface chapter.

Notification Settings

This menu item contains the settings related to notifications.

My Queues

Here, the agent’s preferred queues can be selected.

My Services

Here, the agent’s preferred services can be selected.

My Chat Channels

Here, preferred chat channels can be selected.

Ticket Notifications

In this widget, the methods used for any kind of ticket notification can be selected.

The possible methods are Email, Web View with Browser Notification support or SMS.

The Browser Notification can only be selected if the Web View is selected, too. Web View notifications will be displayed in the Notifications area while a Browser Notification is a native browser notification which needs to be enabled in the web browser at first time.

Appointment Notifications

In this widget, the methods used for any kind of appointment notification can be selected.

The possible methods are Email, Web View with Browser Notification support or SMS.

The Browser Notification can only be selected if the Web View is selected, too. Web View notifications will be displayed in the Notifications area while a Browser Notification is a native browser notification which needs to be enabled in the web browser at first time.

Customize Organizer

This menu item contains the organizer sidebar customization possibilities.

The organizer sidebar displays the items that are currently added to the organizer. It is possible to add new items or edit the existing items. An item can be added more than once. This is useful if the same item is needed but with a different configuration.

To add an item to the organizer sidebar:

1. Click on the + icon to add a new item.

2. Toggle the icon chooser to set a different icon.

3. Enter a name for the new item.

4. Select the item type from the list.

5. Click on the Customize option to customize the item.

6. Click on the Finish Customization button.

7. Click on the Save button.

To edit an item in the organizer sidebar:

1. Select an item from the sidebar.

2. Change the icon and the name of the item, if needed.

3. Click on the Customize option to customize the item.

4. Click on the Finish Customization button.

5. Click on the Save button.

The customization possibilities of an item depend on the item type. In the customization screen, it is possible to hide and show columns for the item list; select sorting criteria and the sorting orders; define filters for the objects; and set the number of results that can be selected. This number of objects will be loaded the first time the list is displayed and for each time the list is scrolled down.

Every organizer item can be moved up and down to change its position in the sidebar. They can can be cloned to make the configuration easier, and of course, they can be deleted as well.

With the Reset to Default button, it is possible to reset the organizer to the default state.

By using the Organizer Hover switch, the agent can activate and deactivate the generated sub menu which appears when they hover the mouse over an organizer item. If there is no such switch, this feature is deactivated to all agents.

Chat Availability

Here, the agent can specify if he/she is available for chat or not.

Not available

Not available for any chats.

Internal

Only available for agent-to-agent chats.

Internal & external

Available for agent-to-agent, agent-to-customer, customer-to-agent, and public-to-agent chats.

Logout

This section is used to logout from the system. Just click on the Logout button to exit.