[COMPLETED] Personal vs Public Chat Shortcut



  • Official comment
    Shashank Johri

    Hi Everyone 

    We are pleased to announce the launch of Shortcuts Improvements. Please refer to the following announcement post. https://chat.zendesk.com/hc/en-us/articles/360001805048
    The feature is available now. 


  • James Peterson

    Hi Marc,

    Thank you for taking the time to post and share your use case.  I am not aware of any current plans to make this possible, so I will pass your feedback along to our Product Team.

    James Peterson

  • Sam Trachtenberg

    Any word on this case? We have many agents who would like to create their own personal shortcuts.

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Samuel,

    We have no immediate plans this year to support personal shortcuts. If they need this functionality now, they can look into using a free tool like ClipMenu for Mac and save their personal replies.



  • Billy Adkins

    Our company would use this often, most likely over the company standard. We don't want to sound like robots and would welcome a personal touch without clogging up the shortcut function with too many options for the same choice. We also have personal workflows that use language that work better for us and our workflow than they would for others, and multiple products that don't use the same workflow as other products but are similar enough to cause confusion if you use the wrong one on the wrong product. We would really like this feature as it would improve all of our workflows dramatically. I have personally had to move to autohotkey to create macros outside of Zendesk for these reasons.

  • Shashank Johri

    Hello Everyone

    We have opened up Early Access Program for Shortcut Enhancements. Now you can create personal shortcut, department shortcuts and global shortcuts. Apart from these there are many more functionalities we are including in this beta. Please sigh up. 



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