Creating and Using Shortcuts

Shortcuts let you insert pre-written responses for common scenarios, so you can reply faster and keep your answers consistent.

Getting Started with Shortcuts

1. Open Tickets: Click Tickets in the menu.

2. Go to Shortcuts: Click Shortcuts to open the shortcuts page.

3. Create a new shortcut:

• In the top right corner, click New.
• Give your shortcut a name and enter your response in the Text box.
• Click Create.

4. Manage your shortcuts: Your new shortcut will appear in the Shortcuts list. To delete a shortcut, click the trash icon on the far right of its row.

Note: Only users with the Administrator or Editor role can create shortcuts.

Where can shortcuts be used?

You can use shortcuts anywhere you send a direct message to a contact:

1. In the chat window on a contact's page.
2. When agents reply to tickets.

How to access shortcuts

You can open your shortcuts from any text box that has the shortcut icon at the bottom. You can also type "/" in the text box to see all your shortcuts. Then start typing a shortcut's name and press Enter to insert it. This way you never need to take your hands off the keyboard.