Inserting common phrases with shortcuts

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14 Comments

  • Riko

    And what about inserting clickable links in the Shortcuts?

    2
  • 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

    -1
  • 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
  • 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

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