Plan requirement
| Subscription | Any plan |
| Access | Agent |
A dozen shortcuts cover most of an agent's day. Learning four of them properly beats memorising the whole list badly.
Turn them on
Keyboard shortcuts are a personal setting. Open the avatar menu top right, choose Keyboard shortcuts, and use the tick box at the bottom of the window that opens. That same window holds the full list and a button that downloads it as a PDF. The setting applies to you only.
The four worth learning first
- Submit the ticket. The one you use most. It saves reaching for the mouse on every single ticket.
- Move between tickets in a view. Straight to the next one without going back to the list.
- Apply a macro. Opens the macro search so you can type a few letters instead of scrolling.
- Switch between public reply and internal note. The one that prevents the mistake everyone makes once.
Zendesk shows the full list from inside the product, and the combinations differ between Mac and Windows, so learn them from the list your own account shows rather than from a printed sheet.
Where they do not work
Shortcuts are disabled while your cursor is in a text field, which is most of the time when you are writing. Click outside the composer first, or use the shortcut that submits directly.
Other places with their own shortcuts
The article editor in Knowledge, Zendesk QA and Zendesk WFM each have their own sets. They do not carry over from the Agent Workspace, so if you spend real time in any of them it is worth a separate look.
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