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Set how the Service hub opens for you: default section, inbox default scope, status and priority filters, and list density
Tune the Service hub from a slide-in panel on the page, or from a full settings page.
Service preferences control how the Service hub is presented to you: which section it opens in, and how the ticket inbox starts up (which tickets it shows first, which status and priority it pre-filters to, and how tightly the list is packed). You can reach these preferences two ways, and they always show the same values:
- The preferences panel: open it from the gear icon on the Service page. It slides in from the right so you can change a setting and keep the hub in view behind it.
- The settings page: the same controls laid out on a full page in your personal settings, useful when you want to review everything at once. The full path is below, after the note about the two gears, because two rows in the settings sidebar sound alike.
The full path to the settings page is Settings → My preferences → My views → Service. If you land on a page headed Service settings with rows for SLA policies and queues, you are on the org-wide configuration, which the sidebar lists separately as Service configuration. This article is about the personal one.
| Field | Description | Default |
|---|---|---|
| Default section | The section that opening Service from the sidebar takes you to. Five choices: Inbox, Knowledge, Feedback, AI Agent, or Overview. You can still switch sections from the hub nav at any time; this just decides where Service starts. The list only offers sections you have permission to open, and if you lose access to the one you picked, Service opens the first one you can reach, so this never routes you somewhere you cannot go. | Inbox |
The hub has six tabs and this list offers five. Quality is left out on purpose: it is a review surface rather than a place to start your day, so it is a tab you visit and not a landing you are dropped into. Every other tab, including AI Agent, is a landing you can choose.
Three of these settings seed the inbox the moment it opens, and they are a starting point only: changing the scope, status, or priority inside the inbox during a session always wins, and opening a specific ticket by link overrides them too. Nothing you do in the inbox writes back to these preferences. List density is the exception, and the panel says so: it applies right away, to the list already on screen behind the panel.
| Field | Description | Default |
|---|---|---|
| Default scope | Which tickets the inbox shows first, the next time you open it. Choose All open (every open ticket in the org) or Assigned to me (just the tickets assigned to you). The label used to read Default queue, which read as a promise to pick one of the real Queues; these two choices are not queues. | All open |
| Default status filter | Pre-filter the inbox to a single ticket status. Choose All statuses, or one of Open, In progress, Waiting on customer, Waiting on internal, Resolved, or Closed. | All statuses |
| Default priority filter | Pre-filter the inbox to a single ticket priority. Choose All priorities, or one of Low, Medium, High, or Urgent. | All priorities |
| List density | Row spacing for the ticket list. Comfortable gives each ticket a little more room; Compact tightens the rows so more of the queue fits on screen. | Comfortable |
The last two sections of the panel are pointers, not switches.
Some Service-adjacent settings belong somewhere else, either to the whole app or to the org-wide support setup, so the panel links out to them instead of duplicating them:
| Field | Description |
|---|---|
| Service notifications | Your levels for ticket, SLA and feedback notifications. Opens your notification settings via the "Manage notifications" link. It is a pointer rather than a switch, so there is only ever one place those levels are set. |
| SLA, queues and macros | The org-wide support setup, which is separate from your personal view preferences. Opens via the "Open service configuration" link. The whole Service configuration section is shown only to teammates who can manage at least one of those areas; if you can see the section, you can see the link. |
Theme is not in this panel. The light, dark, and accent theme applies to the whole app rather than to Service, so it lives in the profile menu at the top right and in Settings → Appearance.
There is no Save button. Every change you make autosaves the moment you make it, and a brief Saved confirmation appears to let you know it stuck. Because the panel and the settings page read and write the same preferences, a change in one shows up in the other immediately, and because they are stored on your account rather than in the browser, they follow you to any device you sign in on. Leaving every setting at its default keeps the Service hub exactly as it is today: the inbox opens on landing, showing all open tickets across every status and priority, at comfortable density.