After you have successfully logged into the instance, you will be greeted by your Dashboard by default. The Agent Profile can be accessed by pressing the icon in the top right corner of the page. By default this icon is displaying the first letter of your name, and later will display the image you set as your profile picture.

Clicking this Icon will bring up a short menu

On the list you will see:
  • your name,
  • email address,
  • keyboard shortcuts,
  • profile settings,
  • customer portal,
  • sign out
By clicking on the Profile settings button you will be redirected to the profile page.

The Profile page 

The page consists of 3 parts
  • Profile details
  • Time-zone and signature
  • Ticket view settings
Under Profile details you can 
  • modify all your personal information
  • update/reset your password
  • turn on two-factor authentication
At the middle you can set your time zone, signature and profile picture.
On the right hand side of your Profile settings you will be able to set the Short conversation to either newest on top or oldest on top. Under it you can turn on the Undo send option. And the last one is the “Focus mode” which will determine when you Resolve or Close a ticket to jump to the next ticket or jump back to the ticket list view.
Once you've made your changes here, you will need to save these changes with the "Save" button at the bottom of the page.