There are several keyboard shortcuts you can use to navigate Zendesk Support and manage tickets. Keyboard shortcuts are turned off by each individual user. There is no global option.
You can open a list of shortcuts from the menu beside your user profile icon in Zendesk Support.
Note: Your operating system and apps that you install may implement keyboard shortcuts that override the ones listed in the Zendesk keyboard shortcuts help menu.
To open the list of keyboard shortcuts
- Click your profile icon in the upper-right corner of the page header, then select
If omnichannel routing is activated, click your profile icon and select Help > Keyboard shortcuts.
A list of keyboard shortcuts appears. You can also click Download as a PDF to open a PDF file of the shortcuts.
To deactivate keyboard shortcuts
- Open the keyboard shortcuts list using the instructions above.
- At the bottom left of the keyboard shortcuts list, uncheck Enable keyboard
- Click anywhere outside the list to close the keyboard shortcuts window. Your settings will automatically be saved.
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.
It seems that the shortcuts functionality for mac is broken. I have toggled shortcuts on and off and I have tried using different keys such as command and shift in order to trigger the shortcuts. I am still unable to use a single shortcut in the web app.
I tested it out on my end using my Mac and the shortcuts worked fine.
For shortcuts that shows the alt button, the counterpart of it in Mac is the option button.
Michael Froeming | Senior Customer Advocacy Specialist
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Was there a recent change that disabled shortcut keys while bulk processing tickets? For example: you select 10 tickets > Edit 10 tickets > Use shortcut key (CTRL + Option + S) to solve tickets. It stopped working recently and was wondering if this was part of a new update.
Thank you for messaging us. There are no changes in our shortcut keys, try clearing the cache and cookies of your browser and it might restore the previous settings you had before.
The PDF cheat sheet is missing several of the options listed in the pop up - for example "Toggle knowledge" and all the header formatting. Is there a complete cheat sheet anywhere, or would we need to make our own from the pop up?
See the PDF that Rob shared above :)
Thanks for bringing this to our attention!
Thanks for the post and the comments. Is there a shortcut for the Assignee to take the ticket?
There's not a keyboard shortcut to take the current ticket, and in fact the "take it" link isn't navigable by tabbing around the page either. I think the closest you could get would be to use ctrl-alt-r to toggle to the Requester page of a ticket, then crtl-alt-t to toggle back to the ticket page itself, which will put the cursor on the Requester field, then tab one time to move the cursor to the Assignee field, and then start typing your own name in that field.
If you'd like to leave feedback for our product team, we encourage that -- create a post in our Feedback - Ticketing System (Support) topic, using this template to format for feedback. Thanks!
Happy Monday, hope you are doing well. Unfortunately, I'm also having problems using the keyboard shortcuts. I'm using Google Chrome (Version 105.0.5195.125 (Official Build) (arm64)) on Mac Monterey (Version 12.6).
Despite having tried the advice from Michael, I'm still not able to use the shortcuts. Can you help me out?
EDIT (Nov. 2): after trying multiple combinations, I was able to get ticket submissions (for instance) working with Control + Option!
Also, potential feedback: how about identifying the version/flavour of the OS and changing the shortcuts list with the correct keys for that particular version?
Hi Bruno Cruz
Glad to hear you got it working.
By design, the shortcut keys should be displayed in the OS you are using. If you are using Mac, it would load the shortcut keys you can use with a Mac. Likewise for Windows. But to manage your expectations, the keyboard shortcuts you see there is Zendesk's own shortcut-so it's not necessarily a Windows/Mac shortcut
Happy Monday! Unfortunately, that's not what's happening on my Mac, as you can see on the screenshot below. What I would say is that it would be interesting to have Zendesk adapt to the OS in question and change the keys to those that are expected to be used on that OS (same logic for the downloadable PDF, changing the doc per OS):
Also not possible to use keyboard shortcuts with Mac
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