Viewing and disabling keyboard shortcuts

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35 Comments

  • David Rule

    Shortcuts are simply a life saver. Love the cheat sheet!

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  • Allen Hancock
    The PDF is lacking a few commands, including my favorite to go along with most-excellent Quicktab Extension for Chrome: https://support.zendesk.com/hc/en-us/articles/204278476-Quicktab-for-Chrome
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  • Jessie - Community Manager

    Hey Allen! 

    Are there any "native" commands that are missing? Or are they all related to apps or browser extensions?

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  • Allen Hancock

    I wasn't clear.. the command I was missing is next tab...  ctrl-alt-tab & ctrl-alt-shift-tab

    Those are native to Zendesk, but more useful when the Quicktab plugin means I'm likely to have 7-8 tabs in one Chrome window (as opposed to 7-8 Chrome tabs each with one Zendesk tab)

    Also missing ar Advanced Search, move up/down in a list, open Note box, Toggle Apps (which I didn't know existed until yesterday) and all the ones relating to composing in a comment..

    It's almost time for a two page PDF! Yay for keyboard shortcuts!

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  • Jessie - Community Manager

    Woo shortcuts!

    Thanks for the info on this. I'm going to ping our Docs team and see if we might be able to wrangle and update on this.

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  • Nathan Drake

    Hi,

    Is there a way to edit the shortcut buttons? Say for example, instead of CTRL-ALT-O to update the ticket to 'Open', can I edit it by just pressing ESC twice? 

    There are times that we're not receiving that much ticket but still need to reach our quota, and when competing with over 100 reps, you'll need to be quick. This kind of trick will give me a few seconds advantage when taking the ticket.

    Thanks!

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  • Nicole - Community Manager

    Hey Nathan - 

    Welcome to the Zendesk Community! Kudos for your desire to be the fastest! Unfortunately, editing shortcuts is not currently available. Have you seen this thread, though? 

    Supercharge your ticket solving productivity with keyboard shortcuts and a mouse on steroids 

    That mouse might give you an edge if you can find it or something similar. 

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  • Nathan Drake

    Hi Nicole,

    This looks very helpful, however, I believe our company won't allow us to replace any computer accessories. 

    Hopefully, the Zendesk team will give us an option to edit the shortcuts, I'll be keeping my fingers crossed. :)

    Thanks a bunch for the suggestion, Nicole!

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  • Nicole - Community Manager

    You're welcome! I'll keep my fingers crossed for you, too. 

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  • Allen Hancock

    In cases like this, where my fingers want to do one thing, but a product, I use don't react as I would like, I use a macro tool to get the best of both worlds.

     

    On a mac Better Touch Took, Keyboard Maestro, and QuicKeys are all tools that could map a double-press of Escape to mimic a keyboard command such as CTRL-ALT-O.

    On windows, I think KeyTweak or AutoHotKey can do tasks like this.

    The nice part about a solution like this is that you can do just about anything without having to wait for changes in other apps/website.

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  • Kyle Garchar

    There are a number of native windows applications or system commands that interfere with the ZenDesk Keyboard Shortcuts. It would be amazing if you could add the functionality for shortcut customization. 

     

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  • Nicole - Community Manager

    Hey Kyle - 

    Thanks for the feedback. Does disabling the keyboard shortcuts help for the time being?

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  • Bob Graw

    Why did you override the normal keys?

    On macOS, CTRL-A is not select all. That's a Windoze thing. CTRL-E still works. CTRL-K is create a link, now, but it should be kill to end of line. 

    And, it cannot be disabled?

    Please let us control our own keyboard (destiny).

    Thanks!

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  • Paweł C

    Something has changed for sure lately, shortcuts are unusable for polish agents now since we use right alt to insert letters like ą ł ń ś - looks like all the keyboard shortcuts are a combination of CTRL + ALT + letter but that simply doesn't work now, it ignores CTRL!! When I push ALT + N to enter the ń letter it creates a new ticket, more drastically ALT + S just solves the ticket and send it to a customer (!) - we have sent a few tickets containing just a couple words or in the middle of a word by mistake because of the issue I described. Very unprofessional. I had to disable keyboard shortcuts for now but wtf

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  • Jessie - Community Manager

    Hey Bob and Paweł! Sorry for the delayed response!

    One of our Community Moderators reported a similar issue a week or so ago, but it has since resolved itself. I'm double checking with him to see if he did anything in particular to get it straightened out. 

    I checked internally and don't see any problem tickets related to this, so it doesn't seem to be a widespread problem. I'll let you know what I find out from the Mod, and keep me posted if anything changes!

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  • Bob Graw

    It's not resolved.

    Zendesk is intercepting the keyboard and changing normal behavior.

    Some of it is to implement shortcuts, but a lot of it is just "wrong."

    We should really be able to disable and or edit the shortcuts. But, on a given platform (Windows, macOS, Linux, etc.), users should be able to expect the keyboard to behave like it does in all of the other tabs of the browser.

    CTRL-A on macOS is not the same as Edit > Select All or ⌘A. CTRL-A is beginning of line. If you're an Emacs user, this is amazing because it works in Emacs, the terminal, and (OMG) Chrome, too.

    But, in Zendesk, it's just a WTF.

    Sorry. Just a super bad user experience.

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  • Joel Hellman

    Hi Bob

    Are you guys running Microsoft Teams? We had a similar (but not as critical) issue some week ago when our Ctrl-Alt-S shortcut to send ticket as Solved stopped working.

    After some digging I found the culprit was Microsoft Teams desktop app hijacking our shortcuts. It affected all applications, but since we mostly used that particular shortcut with Zendesk, we first thought it was a change on Zendesk's end, but it was Microsoft.

    Here is the UserVoice ticket tracking the issue against Microsoft: https://microsoftteams.uservoice.com/forums/555103-public/suggestions/19043341-edit-shortcuts and I can see several comments about just the Polish keyboard. 

    An easy way to test it would be to just quit the MS Teams application and see if behavior goes back to how it was before. 

    Edit: FYI Microsoft got much feedback about this since their change in December, so they changed the shortcut behavior they had introduced, and it was resolved for us, as far as being able to use Ctrl-Alt-S to Solve tickets again.

    YMMV - especially those with a Polish keyboard seems to have a hard time with MS Teams right now as I gather from that UserVoice thread.

    Edit2: And no, MS Teams doesn't either allow you do edit the shortcuts. You can't even disable the shortcuts there. At least in Zendesk, you have the option to disable all shortcuts (click your profile icon > Keyboard Shortcuts > setting at the bottom)

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  • Chris

    Hello,

    Similar issue again, some macros working others not.
    Ctrl + Alt + M  has ceased to work, but most others working.
    No new software intentionally installed (win10 might have put new things in updates).

    Any ideas or thoughts?

     

    Chrome, Win10.

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  • Jessie - Community Manager

    Hi Chris!

    I don't have access to Win10 for troubleshooting, but I wasn't able to reproduce this issue in Chrome. What version of Chrome are you using? Is the issue impacting all agents, or just some?

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  • Chris

    Apologies for delay in response.

    It's only me. It's Chrome Version 63.0.3239.132 (Official Build) (64-bit)

    But also FireFox 57.0.4 (64 bit).

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  • Nicole - Community Manager

    Hey Chris - 

    Apologies for the dropped thread. Are you still experiencing this issue? 

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  • Chris

    I am. It's odd, all other macros work, just this one that has gone.

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  • Nicole - Community Manager

    That is odd. My guess would be Widows snuck something in an update that broke it. I've passed this along for the proper folks to look into, but we haven't seen any other reports of it that I'm aware of at the moment. 

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  • Emiliano Perez

    Do hotkeys detect the difference between right alt and left alt? Or does a textarea / input on focus take priority?

    On an US international keyboard...
    - right alt + n does ñ
    - right alt + a does á
    - and right alt + o does ó

    ... we need all these letter to write in spanish, since it's not possible to update your hotkey settings nor to disable just some of them, we need to keep them disabled to use special letters, please consider allowing us to change the letters or to disable some hotkeys individually.

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  • Nicole - Community Manager

    Hi Emiliano - 

    The hotkeys do not detect the difference between right alt and left alt, and the on focus area does not take priority. 

    I encourage you to post your feedback about this in the Product Feedback topic, so that the Product Managers will be made aware of your request. We'll raise it with them as well. 

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  • Nicole - Community Manager

    Following up on this, I ran it by a few folks and they pointed out that all of our shortcuts use control+alt+key, and none use just alt+key, so it may not actually be an issue. Are you running into this problem? 

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  • Gene

    Please allow us to NOT override the default OS key combinations, but still allow us to use other keyboard shortcuts for you offer. 

    As was mentioned by Bill Graw back in December on this thread, on OSX/macOS "control-a" is supposed to be "go to the beginning of the line"  and control-k is "remove all the text from the curson to the end of the line and put that text in the copy&paste buffer."  This works everywhere except when responding to tickets or editing support articles. It even works as I write this comment.

    Basically, you should not be treating "control" and "command" as the "same" in the keyboard shortcuts on macOS. Please remove "control" from those, or at least offer the option to do so -- or allow adding/removing keyboard shortcuts one by one (or editing them would be even better). This is such a serious productively issue that we're considering other support "desk" options as our team grows.

    The following post has a good overview of the keyboard shortcuts that should continue to work and not be overridden on Macs, but even the changes above (don't treat control the same as command) would be a vast improvement:

    https://jblevins.org/log/kbd

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  • Gene

    Wow, I just disabled the keyboard shortcuts and control-a still does a "select all" on a Mac (tested in Chrome) which is not correct, it should go to the beginning of the line. 

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  • Katja Hossain

    Hey Team,

     

    Recently (for about a week now) the shortcut for the macro section is not working anymore Strg + Alt + m. This is my most used hot key and it slows me down a lot as I cannot use it. The others work and everything is enabled. I am using Zendesk with Windows 10 in Chrome whatsmybrowser.org/b/73UKFPG

    If you have any input on this matter please let me know.

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  • Stephen Fusco

    Hello Katja, 

    I'm sorry to hear that the macro shortcut is not working. My first suspicion is that it may be a browser caching issue. Try clearing your cache and cookies as a good first step: Clearing cache and cookies

    I'm also going to create a ticket for you in case that doesn't work so we can troubleshoot further. 

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