Customizing Your Help Desk Navigation

Choose which folders, topics, contact types, and teammates appear in your Inbox navigation. Keep the views you use most often close at hand.

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

Mine, Help Desk, Team

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: Assigned to me, Following, Snoozed, Reminders, and Flagged, plus any shared inboxes you've personally pinned there.

💡 When a teammate shares a conversation with you, you'll automatically start following it, with its full history and context intact. Look for it under Following (previously called "Shared with Me").

For your personal work queue and reminders, see Using the Mine View.

Below "Mine," you'll see the Help Desk section — this is where all of your connected shared inboxes live.

In Inbox, expand Help Desk, then Inboxes to reach the shared-inbox navigation. Select More to open the optional folder controls. The ellipsis beside More includes Add to Favorites.

In the Folders panel, choose Topics or Contact Types to review the available navigation options.

Customer groups (Owners, Prospects, Residents, Vendors, and any custom groups you've set up) used to live here, tucked inside the Help Desk section. They've moved: you'll now find them in their own dedicated Customers tab next to Inbox, with views for My Conversations, Unassigned, Mentions, Snoozed, and All Conversations. Click into any customer to see their full record — alerts, tags, notes, contact info, and quick actions to start an Event, Email, SMS, or Call.

For customer groups and shared-inbox context, see Overview of Shared Inboxes (Help Desk).

At the bottom of your menu, you'll find the Team section. Here, you can view teammates or click Add Teammate to add someone new to monitor what's assigned to them. When you select a teammate's name, you'll see all emails and conversations currently assigned to that person — a great way to stay aligned across your team and ensure nothing falls through the cracks.

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

✅ If Outbox is available for your inbox, use it to review messages scheduled to send later.

✅ If you manage multiple inboxes, assign each a color in its inbox settings to easily distinguish them.

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

Q: Why don't I see a certain inbox listed under Help Desk? A: You'll only see inboxes that have been shared with you. Ask your admin to grant access if something is missing.

Q: How do I choose which optional views appear? Open Help Desk → Inboxes → More and review the controls in Folders. This guide covers navigation controls, not email-provider folder synchronization.