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 team assignments quickly and efficiently.

In this article, we'll walk through how to customize what appears in your Helpdesk navigation menu — including folders, topics, contact types, and team assignments.

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 more details on managing your personal inbox and reminders, see the article Using the "Mine" View.

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

Click the arrow next to Help Desk to expand the list of shared inboxes, then the arrow next to Inboxes. Here, you'll see every inbox you have access to, including both email and phone inboxes (via Twilio — look for the phone icon next to the inbox name). Each inbox works just like a standard email inbox: you can open messages, reply, and manage conversations, and you can expand any inbox to view its folders, which are synced from your connected email provider.

Every inbox comes with a standard set of folders already showing: Archived, Unassigned, Sent, Drafts, Flagged, Spam, and Trash.

To see more, expand the inbox and click More at the bottom of its folder list. This opens a Folders panel with a toggle switch next to each option:

Turn on whichever ones you want to show up in the sidebar under that inbox.

💡 Turning on your Outbox is recommended. If you schedule a message to send later, you'll find it there.

From that same More menu, you'll also see links for Topics and Contact Types — each opens its own searchable list with a toggle next to every option (for example, specific topics like "1 Bedroom" or "Hot Lead," or contact types like "Owner" or "Resident"). Toggle on the ones that matter most to you, and they'll appear as their own filtered views nested under that inbox.

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.

See [Overview of Shared Inboxes (Help Desk)] for the full details on customer groups in their new home.

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.

✅ Use the Outbox view to check 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: 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 via the More menu on any inbox.

Now that you've customized your Helpdesk menu, check out Navigating the new Inbox Views to learn how to view and manage conversations efficiently.