|Announced on||Rollout starts||Rollout ends|
|October 2, 2023||October 2, 2023||October 23, 2023|
Zendesk is introducing a new app shortcuts feature to help agents work more efficiently with tickets. You must have the Zendesk Agent Workspace activated to use this feature.
This article includes these sections:
What is changing?
By default, opening Apps in the Agent Workspace context panel shows a list of apps admins have installed to help agents work with tickets. Now Zendesk is giving agents the ability to create shortcuts for apps they use most often.
If enabled by an admin, agents can create shortcuts for their favorite apps and pin them to the context panel sidebar. App shortcuts enable agents to quickly open apps without searching through the full list of apps in the Apps panel.
See the article Managing app shortcuts for details on how to add and use app shortcuts.
Why is Zendesk making this change?
If your account has a lot of apps in the Apps panel, the list can be long and difficult for agents to navigate, thus reducing their response time. Shortcuts give agents direct access instantly to their favorite apps. They don’t have to spend time searching or scrolling. Each agent can add their own personal set of shortcuts.
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 deactivate this feature if desired.