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Managing personal app shortcuts



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Lisa Kelly

Zendesk Documentation Team

Edited Jun 21, 2024


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11 comments

Can these app shortcuts be configured only by admin  ? 

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Lisa Kelly

Zendesk Documentation Team

Hi Sagi
Agents can add shortcuts if you admin allows it. The feature is activated by default. See this announcement for details. 

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Can admins pre-configure these shortcuts for agents? Many of my agents will never learn to use this pinning functionality, I have a few apps that should absolutely be pinned. 

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The link in the announcement for activated is not working.

What do I need to do? 

You don’t need to do anything. This change will be rolled out automatically to your account. App shortcuts are activated by default, but admins can disable this feature if desired. 

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If an agent pins an app as a shortcut - does it affect all agents or is it just for the one agent? Also where do I enable this as an admin. I'm not seeing this feature in our space yet and am unsure if it's something I need to allow.

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Lisa Kelly

Zendesk Documentation Team

Hi Lydia
The feature is still being rolled out. See the Announcement for details. It will be activated by default, so you don't need to do anything. Each agent creates their own shortcuts to use as they like. 

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Lisa Kelly

Zendesk Documentation Team

Hi Joel, 
Admins can't create shared app shortcuts. They are for an agent's personal use. But, that's a good suggestion. I recommend posting the feedback on our Community site.  If you have an Enterprise account, you can use Custom layouts and Contextual workspaces to control what apps agents see. 

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It seems so strange to me that this has been rolled out without the ability for admins to set the app shortcuts. Combining this feature with custom layouts would be so powerful. Also this being an on or off for everyone seems poorly thought out - it would make more sense to be role based.

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Lisa Kelly

Zendesk Documentation Team

Hi Ola
Thank you for the feedback! There are plans to enable admins to create shared app shortcuts, but I don't have any details at this time. You can follow Zendesk Announcements in our help center to get the latest information about product updates and changes. Also, we recommend that you post your feedback on our Community site. That way we can consolidate and track your request along with similar requests. 

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Can apps be removed all together? and more importantly, can it be made so that the apps menu does not pop up automatically or even at all instead of taking up precious screen real estate and apps are not used whatsoever.

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Mike DR

Zendesk Customer Care

HeyA Eric!
 
I could suggest the Contextual Workspace for your use case, you can select the apps that auto expands by default.

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