Support Portal associates each agent with a personal profile that governs how your identity appears across the Dashboard, live-chat interactions, and outbound email communications. Profile configuration is accessible from the avatar icon in the lower-left region of the sidebar.
Operational objective
Accurate profile data ensures that customers and fellow agents can identify you correctly across all channels. The profile also controls your authentication credentials and message composition preferences.
Agent identity fields
Navigate to your profile settings to review and update the following parameters:
- Profile Image — Upload a professional headshot. If no image is provided, the system falls back to the Gravatar image associated with your email address, when available.
- Full Name — Your complete name as it appears in internal records.
- Display Name — The name presented to customers in conversation threads and email correspondence (e.g., "Jane M." rather than "Jane Morrison").
- Email Address — The address used for authentication and system notifications. Updating this value terminates the current session; you must re-authenticate with the new address.
After modifying any field, select Update Profile to persist the changes. The system confirms the operation with a success notification.
Message signature
Support Portal supports per-agent message signatures that are appended to outbound email communications. Signature configuration is available within the profile settings interface. For detailed instructions on crafting and applying your omnichannel signature, refer to the message signature documentation.
Password management
To update your password, provide your current password followed by the new password. The new password must satisfy the following complexity requirements:
- At least one uppercase letter (A-Z)
- At least one numeric character (0-9)
- At least one special character
If you have lost access to your current password, sign out and initiate a password reset from the authentication screen.
Message send behavior
Support Portal provides two hotkey options for submitting messages in the reply editor:
- Enter — Pressing Enter sends the message immediately.
- Cmd/Ctrl + Enter — Requires the modifier key combination to send, allowing Enter to insert line breaks.
Select the preferred behavior from the send-key configuration section of your profile settings.