Macros can be applied by using a keyboard shortcut in ticket comments. Applying macros with keyboard shortcuts is activated by default. You can deactivate macro keyboard shortcuts from your user profile in Zendesk Support.
Macros keyboard shortcuts can be turned on or off by each individual user. There is no global option.
To activate or deactivate macros 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.
- At the bottom left of the keyboard shortcuts list, select or deselect Enable keyboard
shortcut for macros in composer. Note: If your account has Chat or Messaging activated, deselecting this check box will disable keyboard shortcuts for macros. It will also disable chat shortcuts. This setting was added to help make Zendesk products accessible.
- Click anywhere outside the list to close the keyboard shortcuts window. Your settings will automatically be saved.
Hi Colleen Hall, Amisha Sharma, could you please clarify whether the requirement is omnichannel routing or just Agent Workspace?
From this article:
From the announcement post:
Adding on to Rafael's comment, if Agent Workspace or Omnichannel Routing (whichever is the requirement) are newly activated, will it then be newly activated by default? Or will it need to manually activated?
Hi Sara, the macros keyboard shortcuts are activated by default.
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