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 enabled 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 app shortcuts
- Removing app shortcuts
- Reordering app shortcuts
- Using app shortcuts with custom ticket layouts
- App shortcuts limitations
Adding app shortcuts
If app shortcuts are activated on your account, you can add them to the context panel sidebar.
To add an 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.
Removing app shortcuts
You can use the pin icon to add or remove app shortcuts from the sidebar.
To remove an 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 app shortcuts
To reorder app shortcuts
- Select an app shortcut in the sidebar and drag to reposition it.
Using 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 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.
App shortcuts limitations
If you clear your browser cache, your app shortcuts are removed and you'll need to add them again.