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 and there is no global option: every agent turns them on for themselves.
- Click your profile icon in the upper-right corner of the page header.
- Select Help > Keyboard shortcuts. Pressing ? opens the same window. Without omnichannel routing, or while you are in your Guide knowledge base, open your user profile first and take the same route from there.
- At the bottom left there are two tick boxes, not one: Enable keyboard shortcuts and Enable keyboard shortcuts for macros and shortcuts in composer. Tick both.
- Click anywhere outside the window to close it. What you ticked is saved on its own.
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.
With Chat or messaging on your account, the second tick box does more than it says: clearing it also switches off the chat shortcuts. Check this before you turn it off to stop a macro firing by accident.
That window is also where the full list lives. Zendesk documents how to open it rather than publishing the combinations, and they differ between Mac and Windows, so read them from your own account rather than from anybody's printed sheet.
One thing to check before concluding a shortcut is broken: your operating system and the apps you have installed may implement shortcuts that override the ones in that menu. That is usually the answer when a combination works for a colleague and not for you.
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.
Comments
0 comments
Article is closed for comments.