Personalize the Agent Console (NGA)

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There are user preferences each Agent can set that are user-specific. For example, if one Agent changes the language in the Next Generation Agent console to French and rearranges columns, these changes are not reflected across the entire Desk account for other Agents.

Note: This article references the Next Generation Agent console and not the Classic Agent console. For the Classic Agent, see Personalize the Agent (Classic).

Change the Language

There are eight languages available by default in the Next Generation Agent console. To change your language for the Agent, click on your user profile in the upper right corner. Click "Languages" and select your desired language. Now, all the fields in the Next Generation Agent console are in your language of choice.


Columns & Screen Display Density

Each Agent can select which columns to show and hide. In the Next Generation Agent console, click on the ellipsis to the right of the column titles. Check the boxes for which columns to show, under Columns.

The Next Generation Agent console has three display densities that show increasing amounts of case information in the list: Compact, Cozy, and Comfortable. You can select one of the three options under Display Density.


Rearrange Columns

You can rearrange columns in the Next Generation Agent console by dragging and dropping them. This allows agents to put the most important columns in the places that are easiest to see. Just click on the title of the column and drag it to the desired location.


Sort Columns

Agents can sort cases in the Next Generation Agent console by clicking on the title of a column and clicking the up arrow or down arrow. For example, click the "Priority" column and click either the down arrow or up arrow to sort the cases by highest priority or lowest priority. Eligible columns to sort by are Status, Priority, Updated, Created, and Received.

Add a Signature

There are a few ways on how you can add an Agent signature in Desk.
  • From the Admin - Admin > Team > Users > Edit User Profile > Signature
  • From the Classic Agent - Click on your User Profile > Settings > Signature
  • From within the Email Reply theme - refer to this article: "Using Liquid in your Signatures"

Add an Image or Logo to your Signature

To add an image or logo to your signature, make sure you have the image hosted elsewhere (Google Drive, Dropbox, Box) so that you can reference the image url like in the following example below:

The signature, role, and logo is what the customer will see:

Add a Gravatar Image for your Agent Profile Picture

You can personalize your Profile picture by registering for a Gravatar account. Make sure to register with the same email address that you use to log into your Desk site with. Once you have the image uploaded to Gravatar, it would then appear in your Agent console.