Inserting common phrases with shortcuts

Return to top

24 Comments

  • Riko

    And what about inserting clickable links in the Shortcuts?

    3
  • Jim
    Zendesk Customer Care

    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

    -2
  • 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....

     

     

     

     

    3
  • Jim
    Zendesk Customer Care

    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
  • Robert Kresser

    I want to set up automatic chat triggers and send a message to clients. Although automatic translation works for all other messages, the trigger message sent is always in German. Also, dynamic content and shortcuts do not work to translate the message either to German or English. Is there a possibility to translate the trigger messages? 

    0
  • Jason Schaeffer
    Zendesk Customer Care

    Hello Robert,

    At the moment Supporting dynamic content in triggers is not a priority for the team right now. The best way to handle your use case is copy the trigger and adjust the text for each language.

    If you want to base the trigger on the browser locale over the country, you will need to look into using custom code on your website to apply a tag of the locale detected by your visitors browser.

    There is a Community article regarding this below, please feel free to contribute as our product team does constantly monitor these posts:

    https://support.zendesk.com/hc/en-us/community/posts/360029392374

    Have a great day!

    Jason Schaeffer | Customer Advocate | Support@zendesk.com

    0
  • Tamara Yulevich

    Hi, 

    Is it possible to do this in Zendesk Support? 

    Thanks,

    Tamara

    0
  • Christy

    Hi.

    After migrating to the agent workspace, the shortcuts for chat is only available to start with input "/". May I know if it is possible to get the same approach as the classic chat that the shortcuts will shows if agents input the content of the shortcuts? Instead of starting every shortcuts with a "/"?

    0
  • Hello. I need to download ALL quick response templates (shortcuts) from https://regru.zendesk.com/chat/agent#shortcuts.
    How to do it?

    0
  • Dane
    Zendesk Engineering

    Tamara Yulevich,

    Yes, you can use it in Agent workspace. Please refer to Serving chats in the Zendesk Agent Workspace.

    Christy Vance,

    It's only possible to use shortcut in Agent Workspace if you use the "/" key.

    Анастасия Куприянова,

    You can use the Chat API to list down all the shortcuts you have and export it afterwards.

    0
  • Tamara Yulevich

    Dane
    Thanks, but my company doesn't use "chats". when I enter chats I get this message: "Zendesk Chat is not enabled for you". Is there a way to do it without using chats? or to bypass this permission?
    Thanks.

    0
  • Dane
    Zendesk Engineering

    Tamara Yulevich,

    As it turns out, shortcuts are only available for Chat and Messaging Channel. This can only be utilized in Support if Agent Workspace is enabled and you have access to Chat. 

    What I can recommend is to utilize Macro instead.

    0
  • Riah Lao

    As admin, is it possible to see personal macros/shortcuts created by agents?

    0
  • Dane
    Zendesk Engineering
    Hi Riah,
     
    As it turns out, there's no native feature for you to extract personal macros/shortcuts of your agents. However, you can utilize Chat shortcuts API and Macro API to extract such data.
     
    Just a heads up regarding Macro APIs, you can only extract shared and personal macros of the current user you are using to make the API call. To extract macros of other users, you will need to use an API token in place of each user's password to access their own personal macro.
     
    Hope this helps!
    0
  • TJ

    Is it possible to have a default fall-back on placeholders? I don't want my shortcuts to say "Hi Visitor 12345678" when they haven't filled out the form for some reason

    0
  • Viktor Osetrov
    Zendesk Customer Care
    Hello TJ,

    You can include a default value in the placeholder. This value is used if the user's first name can't be resolved.
    For example, if your automatic response is configured like this:
     
    Hi, {{firstName || there}}, Thanks for reaching out. An agent will be with you 
     
    Please notice that it works via Bot settings. Using the same way can configure greeting messages from your bot Settings -> Standard responses. For more information please follow - Sending automatic responses to social messages 


    0
  • TJ

    @..., your directions are for answer bots. This article is about live chat shortcuts; however I tried anyway:

    Hi {{visitor_name||there}}!

    My name is {{agent_name}}. Nice to e-meet you 😊

    and it did not work.

    0
  • Viktor Osetrov
    Zendesk Customer Care
    Hi TJ,

    Thanks a lot for your testing,

    Yes, you are right - it doesn't work from the chat shortcuts area because of the different variables there between agent workspaces.

    However, it works at the new agent workspace if you would like to upgrade Standard Responses. You can use the condition 'OR' as a sign `||`
    I have tested greeting messages via Messaging using Web Widget (Classic) channel. It works.
    0
  • Cam

    I'm having trouble with shortcuts that have radio button options within the shortcut. Our organization serves Chats through ZenDesk Support and when attempting to use shortcuts, anything with pickable options will not display.

    Shortcut example:

    List of available shortcuts example:

    as you can see there is no option to pick the shortcut.

     

    Can you please help me understand how to ensure these shortcuts can be used. This is a critical tool for us to efficiently serve customers.

     

    Thanks

    0
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Cam,
     
    As it turns out, chat shortcut "Options" is one of the Chat limitations in Zendesk Support - Agent Workspace. This is not supported yet. You can also see this outlined in our article: Limitations in the Zendesk Agent Workspace

     
    As of the moment, you can use regular shortcuts like the example below:
     

     

     

    I agree with you that is it a good feature to have. Rest assured that I will pass this along as feedback to our team who's continuously working to improve Zendesk features. I also highly suggest that you share this as a feature request with your use-case in our Community Forum. Our Product Managers are constantly reviewing suggestions submitted in our forum to be considered in our future updates.
     
    I hope this answer your question. 
     
    0
  • Diana Lozano

    Hello, for some reason an agent is unable to access any shortcuts they have created or ones that are pre-added. They type "/" but nothing populates, they are enabled for messaging and added to chat but not sure what is causing this.

    0
  • Jhan
    Zendesk Customer Care
    Hi Diana! I see that you also created a ticket related to this concern. I have responded to your ticket to address this for you. Looking forward to hear from you soon!
    0
  • Vincent Aditya

    Hello, I would like to ask. Does the amount of shortcuts you have correlate with the performance of Zendesk on PC? For example if we have thousands of shortcuts does it affect the lagginess or overall performance of Zendesk?

    0
  • Noly Maron Unson
    Zendesk Customer Care

    Hi Vincent,

    The limit is set to 15000 and Zendesk's side should be able to support this without affecting the performance. Though the more you have will increase the time to load it, it should not be so significant that it greatly affects overall performance.

    Hope this helps.

    0

Please sign in to leave a comment.

Powered by Zendesk