Inserting common phrases with shortcuts

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14 Comments

  • Joel Hellman

    It's not 100% clear to me who can manage shortcuts. For example, I have an Zendesk chat regular agent being able to browse to the shortcut page and add shortcuts, but those are not seen by other agents. 

    Are regular agents (i.e. not the admin) they supposed to be able to add shortcuts? If so, how come shortcuts added by an agent are not seen by other users. Is there a delay? .

    1
  • Joel Hellman

    Do shortcuts only work when it\s the first thing in a chat message? We cannot seem to trigger chat shortcuts after we already typed some text, i.e. when we want to insert a snippet inside a text block we have already typed.

    1
  • Nolan Cline

    Since you don't have separate fields in your system for first name and last name - you appear to infer the first and last name by splitting the name on a space, for the purpose of the dynamic first and last name fields available in macros. This could cause trouble depending on the complexity of the name. But that's another discussion, and that said, it's fine and generally works well for the macros.

    This is why I can't understand why you don't have that also available for shortcuts, when it's already in place for macros... {{visitor_name}} is ABSOLUTELY USELESS! Nobody greets someone by their full name...ever.

    It would be very handy if you can add in the placeholder for first name :)

     

    11
  • Chris Bulin
    Community Moderator

    Agree with Nolan, placeholder for first name would save us a lot of time.

    1
  • Chris Brogan

    Can we add hyperlinks in Shortcuts?

    1
  • Brett Bowser
    Zendesk Community Team

    Hey Chris,

    Unfortunately, we don't support the use of hyperlinks in Chat Shortcuts yet. Currently, you can only add the URL of the webpage in Shortcuts.

    I've taken a look and found that other users are discussing similar needs here: Hyperlinks on Text

    I encourage you to upvote and provide your use-case for our Chat Product Managers to review.

    Thanks for taking the time to share this with us!

    0
  • Heather Cook

    I'm not sure why we can add hyperlinks to text in every other part of Zendesk but not Chat. Especially as chat is a much smaller screen compared to Guide and Support, which means the full URL takes up a lot of space and looks dreadful. Poor functionality on Zendesk part.

    0
  • Nicole S.
    Zendesk Community Team

    Hey Heather -

    I'd encourage you to write a post in the [Chat Product Feedback Topic](Chat Product Feedback & Discussion) so that this gets back to the product managers.

    0
  • Robin Meijer

    I understand how these common phrases work with the chat function, I was wondering if there is such a function for email tickets as well? 

    0
  • Heather Rommel
    Community Moderator

    Robin Meijer,

    Using macros, you can set up either predefined macros as a whole or pepper it with dynamic content where you predefine parts of it if you'd like. Most people use dynamic content for language translations but you can use it for anything really!

    https://support.zendesk.com/hc/en-us/articles/115001236988-Creating-macros-for-tickets

    https://support.zendesk.com/hc/en-us/community/posts/203458716-Using-Dynamic-Content-with-Macros-on-a-multilingual-helpdesk

     

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  • Riko

    And what about inserting clickable links in the Shortcuts?

    0
  • Jenmark Alcover
    Zendesk Customer Advocate

    Hi Riko!

    I'm afraid to say that we currently don't support the use of any "clickable links" or hyperlinks in the Chat Shortcuts. Currently, you can only add the URL of the webpage in the Shortcuts.

    Best,

    Customer Advocacy Team

    0
  • Riko

    Please try to copy/paste url like this on mobile device while chatting with customer agents (even here the link is clickable.....in the chat - it is not!):

    https://www.chaotksut.com/wertwerferfjeqrjer//34563456....34563456.634534634345643563456645///32456/ertyertertgertgerter/ertherthetrhethethethr

    What a nonsense guys! It should be the first thing in the service software that supports hyperlinks! I do not really get this why would you ignore this for almost 4 years when this issue was raised before....

     

     

     

     

    1
  • Jenmark Alcover
    Zendesk Customer Advocate

    Hi Riko!

    We truly regret if you felt that the feedback you raised before isn't valued by us. Please accept our apology if the feature you're looking for isn't available yet, as our developers are still working as much as they could to attend to all of our customer's needs. But we hear you and we truly value the feedback y'all submit to us, as this helps us improve the service/product that we offer.

    Best,

    Customer Advocacy Team

    0

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