Viewing and disabling keyboard shortcuts Follow

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17 comments

  • Avatar
    David Rule

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

  • Avatar
    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
  • Avatar
    Jessie Schutz

    Hey Allen! 

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

  • Avatar
    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!

  • Avatar
    Jessie Schutz

    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 (Edited )

    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!

  • Avatar
    Nicole Relyea

    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. 

  • Avatar
    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!

  • Avatar
    Nicole Relyea

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

  • Avatar
    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.

  • Avatar
    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. 

     

  • Avatar
    Nicole Relyea

    Hey Kyle - 

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

  • Avatar
    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!

  • Avatar
    Paweł C (Edited )

    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

  • Avatar
    Jessie Schutz

    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!

  • Avatar
    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.

  • Avatar
    Joel Hellman (Edited )

    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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