Customizing Your Help Desk Navigation

The Helpdesk navigation menu appears in the first column of your inbox and helps you navigate your personal messages, shared inboxes, and customer groups quickly and efficiently.

In this article, we’ll walk through how to customize what appears in your Helpdesk navigation menu — including folders, customer views, and team assignments.

When you open your inbox, you’ll see three main sections in the left-hand column:

Let’s look at how each section works and how you can customize them.

At the top of your menu, you’ll find a group called Mine.

This section includes:

Below “Mine,” you’ll see the Helpdesk section — this is where all of your connected shared inboxes live.

Click the arrow next to Helpdesk to expand the list of shared inboxes.

Here, you’ll see every inbox that you have access to — including both email and phone inboxes (via Twilio).

Each inbox works just like a standard email inbox:

To view specific folders from your shared inbox:

This allows you to quickly access common folders like Inbox, Sent, Drafts, or Outbox.

You can also customize which topics and contact types are visible in your shared inbox folders.

For example, you may want to see messages related to Maintenance Requests or Prospects.

Simply toggle on the specific topics or contact types that matter most to you.

Below your inbox list, you’ll see the Customers section.

These customer groups are created during your Help Desk setup. Each group represents a relationship type that you can fully customize. For example:

Your customer groups show all communication from the past 30 days, organized by contact type within each group.

These insights help you quickly identify priority messages or sensitive conversations.

At the bottom of your menu, you’ll find the Team section.

Here, you can view or add teammates to monitor what’s assigned to them.

When you select a teammate’s name, you’ll see all emails and conversations that are currently assigned to that person.

This is a great way to stay aligned across your team and ensure nothing falls through the cracks.

✅ Toggle on only the folders and topics you use most often to keep your menu streamlined.

✅ Use the Outbox view to check messages scheduled to send later.

✅ If you manage multiple inboxes, assign each a color in settings to easily distinguish them in your Help Desk view.

✅ Use the Team section to balance workloads and stay aware of pending conversations.

Q: Why don’t I see a certain inbox listed under Helpdesk?

A: You’ll only see inboxes that have been shared with you. Ask your admin to grant access if something is missing.

Q: Can I create my own folders here?

A: Folders are synced directly from your connected email provider — but you can toggle which ones you want to display.

Q: Why does my customer group only show the last 30 days of messages?

A: Customer views automatically display a rolling 30-day window to keep communication focused and relevant.

Now that you’ve customized your Helpdesk menu, check out Navigating the Helpdesk Dashboard to learn how to view and manage conversations efficiently.