| 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.
11 Comments
QQ - why would a new feature be activated by default? Shouldn't it start deactivated and then if teams want it, they turn it on? Right now we are needing to keep an eye on when it goes live and hope nobody notices it before we can turn it off
Hi sorry for activate by default, I'll try to try in my 2nd account because my domain is not providing phone number sorry
please don't turn off I will not Attempt again for now I will Patient to wait for my virification cellphone number
I will clear my cache
I agree with Sydney, turning on features automatically and not having a definite date, so we have to babysit to see when to be able to turn it off is not a good experience.
We need to be able to have control of changes made to our systems, so we can announce change coming before it happens, train on it and then make the change.
Neither article (this one or the one referenced) tell how admins can turn it off. Please advise
Please give me one hour to fix my sim# to get my code
Hi Denise,
" App shortcuts are activated by default"
You can click that link above to see how to activate/deactivate.
I follow the link already is there any issue?
Hi,
With the imminent launch of Layout Builder, it would be great if this was a feature that Admin's could control.
Hey Stephen,
Stellar news - we’re looking to build the ability for admins to pin apps in the Context Panel early next year in 2024 (via Layout Builder).
Cheers,
JJ
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