Set how the Service hub opens for you — default section, inbox default queue, 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:
Which Service section opens when you land on the hub.
| Field | Description |
|---|---|
| Default section | The section the bare Service link lands on — Inbox, Knowledge, Feedback, 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 ever lose access to your chosen section the hub falls back to the first section you can reach — so this never routes you somewhere you cannot go. |
How the ticket Inbox starts when you open it.
These settings seed the Inbox the moment it opens. They are a starting pointonly — changing the queue, 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.
| Field | Description |
|---|---|
| Default queue | Which tickets the Inbox shows first. Choose All open (every open ticket in the org) or Assigned to me (just the tickets assigned to you). |
| 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. |
| Default priority filter | Pre-filter the Inbox to a single ticket priority. Choose All priorities, or one of Low, Medium, High, or Urgent. |
| 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. |
A couple of related settings live on their own pages — the panel points at them.
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 |
|---|---|
| Appearance / theme | The light, dark, and accent theme for the whole app. Opens your Appearance settings via the "Manage appearance" link. |
| Service configuration (SLA, queues, macros) | The org-wide support setup — SLA targets, ticket queues, reply macros, and AI autonomy — which is separate from your personal view preferences. Opens via the "Open service configuration" link, and only for teammates who can manage it. |
Changes save themselves and follow you everywhere.
There is no Save button. Every change you make autosaves the moment you make it, and a brief Savedconfirmation 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.