Feature Request Summary:
Make shortcut suggestions work the same way in Agent Workspace as it works in regular Zendesk Chat
The way to use chat shortcuts in Zendesk Agent Workspace is not the same as in Zendesk Chat.
In Zendesk Agent Workspace the agent is forced to use "/" before being able to apply shortcuts.
Also, to search for shortcuts in Agent Workspace, the agent is forced to search for the shortcut name.
In Zendesk Chat, the agent does not need to enter "/", and is also not needed to search for the shortcut name, but can simply start to type the beginning of the sentence in the shortcut, and Zendesk Chat will suggest the shortcut to the agent.
The business impact of limitation or missing feature:
Due to the change of functionality of shortcuts in the agent workspace, agents are spending more time in the chats, searching for the shortcuts with names they are rarely referencing to, increasing the AHT of chats.
The lack of functionality for shortcuts in Agent Workspace is increasing the time it takes for agents to adapt to the new Agent Workspace.
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