Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Despite the name, these are not keyboard shortcuts. A shared app shortcut is an app pinned to the context panel as part of a custom ticket layout, so every agent working on a ticket with that layout has it in front of them instead of scrolling an installed-apps list.
Add one
- In Admin Center, click Workspaces in the sidebar, then select Agent tools > Layouts.
- Open the layout and click Customize layout.
- Drag the apps you want from the components area onto the context panel.
- Click Save.
To reorder or remove one, open Manage context panel in the components area: drag by the grabber to reposition, or use the options menu and Remove component. Save either way.
Fifteen is the ceiling, and far fewer is the point
A context panel takes a maximum of 15 components, counting system components as well as app shortcuts. That is the technical limit, not a target, and it covers the shared panel only: what an agent pins personally does not count against it.
An app opened twenty times a day earns a place. One used weekly does not, and a crowded panel is as hard to navigate as the app list it was meant to replace. Three or four app shortcuts is usually right.
Shared beats personal, and layouts decide who gets it
Agents can pin their own shortcuts, but a shared one set up once means everybody has it, including whoever joins next month. Leaving each agent to configure their own means most never do.
"Beats" is literal here, not a preference. A shared shortcut takes priority over a personal one, an agent cannot pin an app that you have already shared, and nor can they pin one that is already in the main ticket layout. So an agent reporting that pinning does nothing is usually looking at an app you have already placed.
Because the shortcut travels with the layout, who sees it is a question about which layout applies to which tickets. That is worth checking before you tell a team they have it, because a group working under a different layout will not.
And tell them twice: once when you add it, once a fortnight later. This is the kind of improvement people forget exists until reminded, and then use daily. Finally, remove the shortcut when you remove the app, or the panel keeps a component pointing at nothing.
Comments
0 comments
Article is closed for comments.