Magic Library1. Tune your Preferences
Open the account menu (your name, bottom-left) → Preferences. Recommended baseline:Auto-assign me to a new thread when I reply — ON
Auto-assign me to a new thread when I reply — ON
The moment you send a customer-facing reply, you become the owner. No more orphaned conversations.
Start the timer when I reply — ON if you bill by time
Start the timer when I reply — ON if you bill by time
Your Time Pad timer starts automatically on your first customer-facing reply.
Stop the timer / remind me to add a time entry when I close — ON
Stop the timer / remind me to add a time entry when I close — ON
The reminder pops if the timer’s still running when you close, so time never goes unlogged.
Enable the text editor (Aa) with Ctrl+Enter to send — strongly recommended
Enable the text editor (Aa) with Ctrl+Enter to send — strongly recommended
Plain Enter sending messages is how half-finished replies escape into the wild. Require
Ctrl+Enter and write multi-line replies fearlessly.2. Set your notifications
Out of the box you’ll get notified about everything. A sane starting point:
Per-View options are All / Owner / Mentions / Off. Off also disables Swarm Mode alerts for live threads in that View. Every workflow is different — tweak until it feels right. Full detail lives in managing your Inbox notifications.
3. Build your first Snippets
Open the account menu → Snippets. Snippets are canned responses with superpowers — they support variables that auto-fill from the thread — the contact’s full name, the ticket ID, and the ticket summary. Your Snippets are private to you; Team Snippets are shared. Start with three:1
A greeting / intro
Uses the contact-name variable so every opener is personal.
2
Your scheduling link or availability blurb
One click to send how and when you’re bookable.
3
An email signature
Build it as a Snippet with rich text, links, and markdown for your photo:
.4. Set your dispatch availability
Only if your workspace runs Auto-assign (push) dispatch, you’ll see an Available for dispatch toggle in your account menu. On (green dot on your avatar) means dispatch can push new threads to you; Off (grey dot) skips you — flip it off for focus blocks, meetings, and end of day. It persists across sessions and devices and only affects push assignment; you can still pull the next thread manually anytime. (Desks on Next thread / pull dispatch don’t have this toggle.) See Available for dispatch.
Next
You’re set up. Now build the muscle memory of working a ticket.Your daily workflows
Reply vs. note, slash commands, Time Pad, Planner, and approvals.