• Ramin Shokrizadeh

  • February 16, 2017 08:04

  Zendesk Product Manager

  Hi there Sarah,

  Thanks for sharing your feedback. Currently, this isn't something on our roadmap but I can suggest some solutions you and your agents can try.

  First, some companies create generic shortcuts that can then be customised by agents after they select one from the dropdown.

  Alternatively, you can look at using 3rd party tool like Pastebot or ClipMenu to create shareable/personal shortcuts for each of your agents. Using these tools would allow the agent to use it inside other services also, like when typing an email to a customer.

  -Ramin

• Shashank Johri

  • June 07, 2018 03:59

  Hello Sarah

  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. 

  Thanks 
  Shashank

• Shashank Johri

  • August 02, 2018 03:27

  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. 

  Thanks 
  Shashank

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