Setting up shortcuts and departments to optimize agent efficiency

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  • Qin Brian

    How to evaluate the shortcuts efficiency? 

    For example, there are 100 shortcuts for 100 different purposes or scenarios, we would like to know how many shortcuts are used in everyday's chats conversation and how many chats for each used shortcuts.

    I checked with API and found no clear mark on shortcut used in chats.

    Please help 

  • Hiedi Kysther
    Zendesk Customer Care

    Hi Qin Brian,

    Currently, there is no native way to confirm the number of times a shortcut was used in chat conversations. As a workaround, I suggest adding 'Tags' in your shortcuts. This way, you can use Tags in Explore to pull up how many times your shortcut was used in Chat. 

    You can use this article on how you can use tags in reporting: Reporting with tags

    I hope this helps! 

  • Matt Farrington-Smith

    Hi Aimee Spanier Hiedi-Kysther we're trying to create a welcome greeting but there seems to only be a placeholder for the visitor's name (and not the agent). How do we add that?

  • Christine
    Zendesk Engineering
    Hi Matt,
    You can use the following placeholder when creating Chat Shortcuts . But please note that there's no available placeholder to add the agent's name in Chat Triggers.
    You can refer to the available Chat Trigger placeholders here: Trigger placeholders.


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