By default, opening Apps in the Agent Workspace context panel shows the list of apps your admin has installed on your account to help you work with tickets. If you have a lot of apps, this list can be long and difficult to navigate. If activated by an admin, you can create shortcuts for your favorite apps and pin them to the context panel sidebar.
App shortcuts enable you to quickly open apps without searching through the full list of apps in the Apps panel. Each agent can add their own personal set of shortcuts.
This article includes these sections:
- Adding personal app shortcuts
- Removing personal app shortcuts
- Reordering personal app shortcuts
- Using personal app shortcuts with custom ticket layouts
- Limitations for personal app shortcuts
Adding personal app shortcuts
If personal app shortcuts are activated on your account, you can add them to the context panel sidebar.
To add a personal app shortcut
- In a ticket, click the Apps icon (
) in the context panel.
A list of apps available to you appears.
- Locate the app you want to include as a shortcut and click the pin icon (
)
When you pin an app, it appears as an apps shortcut, below the Apps icon (
) in the sidebar.
- To open the app, click the shortcut (
) in the sidebar.
You can click the shortcut even if the Apps panel is closed. The shortcut remains in the sidebar until you remove it.
![](https://zen-marketing-documentation.s3.amazonaws.com/docs/en/pin_icon.png)
Removing personal app shortcuts
You can use the pin icon to add or remove personal app shortcuts from the sidebar.
To remove a personal app shortcut
- In a ticket, click an app shortcut to open the app.
- Click the pin icon (
) next to the app title to unpin it.
The app is unpinned and the app shortcut is removed from the sidebar. Removing an app shortcut only removes the shortcut, it doesn't delete the app.
Reordering personal app shortcuts
To reorder personal app shortcuts
- Select an app shortcut in the sidebar and drag to reposition it.
Using personal app shortcuts with custom ticket layouts
The shortcuts you add remain in place as you work through your tickets. If your admin has activated custom ticket layouts on your account, you can add a different set of personal app shortcuts for each ticket layout. For example, you might have one set of shortcuts for Returns tickets and another set of shortcuts for Inventory tickets.
If your admin has added shared app shorts to a ticket layout, there are some restrictions on the personal app shortcuts you can add. See About app shortcuts.
Limitations for personal app shortcuts
If you clear your browser cache, your personal app shortcuts are removed and you'll need to add them again.
If an admin activates a new custom layout or updates an existing custom layout, your personal app shortcuts are removed and you’ll need to add them again.
11 comments
Sagi Welzman
Can these app shortcuts be configured only by admin ?
1
Lisa Kelly
Hi Sagi,
Agents can add shortcuts if you admin allows it. The feature is activated by default. See this announcement for details.
0
Joel Hellman
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.
4
Jagan
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.
0
Lydia Forsyth
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.
1
Lisa Kelly
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.
1
Lisa Kelly
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.
-2
Ola Timpson
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.
0
Lisa Kelly
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.
0
Eric Long
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.
0
Mike DR
I could suggest the Contextual Workspace for your use case, you can select the apps that auto expands by default.
0