Shortcuts - {{agent_contact number}} ?

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5 Comments

  • Andrew Laidler
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    following on... or even agents tagline as all of our agents have their booking phone line in their tagline.

    Thanks

    Andrew

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  • Ramin Shokrizadeh
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    Hi Andrew,

    Thanks for your feedback on adding more shortcut placeholders so that it can support your agent's phone number. I can see that being more important for sales roles.

    Although we have no immediate plans to support a phone number field on the agent data model and add a new placeholder, there are some workarounds you can explore if you don't want to create agent specific shortcuts in your account.

    You can recommend your agents to use something like Clipmenu or Pastebot to create agent specific shortcuts. Using these apps allows you to assign a keyboard shortcut for a common phrase or snippet.

    Thanks,
    Ramin

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  • Jonathan Jongkind
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    Adding my support to highlight there is a demand for this.

    Currently there is no easy way to quote the current chat's ticket reference number in shortcuts, ideally I would like to use the {{ticket.id}} placeholder for that instead of having to ask the agent to copy and paste this in from the panel on the right.

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  • Jacob J Christensen
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    I'm wondering - haven't tested anything - maybe you could hold this agent info in a custom field on the agents profile in Zendesk Support, and use Dynamic Content to generate a placeholder for a chat shortcut.

    I might test it out tomorrow if I have the time.

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  • Jacob J Christensen
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    My test was unsuccessful. The shortcut pasted the Dynamic content just fine, but didn't expose the placeholder value as I had hoped it would.

     

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