Displaying shortcuts according to triggers in chat

6 Comments

  • Andrei Kamarouski

    Hi Muna

    From my knowledge, it is possible oonce your Chat departments are used as Brands (and not actual departments like Sales, Support etc) or Dept + Brand combinations (like Brand 1 + Sales, Brand 2 + Sales, etc). This way you can manage shortcuts permissions limiting it to existing Depts in Chat. 

    BTW Our Advanced Shortcuts app for Chat does support the permissions logic in any combinations of Depts, tags etc. Feel free to reach out for more details. 

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  • Muna

    Thank you!
    But if all the agents are belonging to all the departments/brands, they will still see all the shortcuts regardless the brand no? Because they’re in all the departments/brands

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  • Andrei Kamarouski

    You could use Chat triggers to add Dept to the chat / require Dept in pre-chat form. Based on this your agents will see only shortcuts related to those Depts. Look at this article. https://support.zendesk.com/hc/en-us/articles/360022186814-Automatically-route-chats-to-departments

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  • Muna

    Thank you, I will try it out

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  • Muna

    Hello,
    I have tried your suggestions and they are not solving my serious issue. I will explain myself:

    Let’s say that:

    I have 2 departments: x and y
    And one agent that belongs to x and y departments

    Also I have totally different shortcuts for each department

    When this agent is handling a chat ticket from department x I don’t want him to be able to see or access the shortcuts of department y at all

    What you suggested still showing all the shortcuts of x and y

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  • Andrei Kamarouski

    Hi Muna

    I see your case. I don't think that native shortcuts UI allows you to handlу those complex permissions this properly.

    P.S. As said above, our app can do this (showing only macros related to chat's Brand). 

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