Zendesk Messenger/Support chat shortcutsAnswered
Hello Zendesk Community 👋
Given that Zendesk Messenger sits in the Agent Workspace view, and shortcuts for Zendesk Messenger are created in "Zendesk Chat" but are used in the Agent Workspace - are there any plans to allow agents to use chat shortcuts in email replies in the Agent Workspace?
This would be super helpful, as email and Messenger replies are sent/typed in the same box in Agent Workspace but you can only use chat shortcuts in a Messenger reply. Sometimes you don't always want a full macro just a quick shortcut in an email reply.
Better yet, is there already a way to do this? I.e. Marketplace apps
Hi Phil Andrews, thank you for the feedback!
Thank you for sharing your insights with us as well during our user interview last October. We have taken your feedback into consideration in our plans to improve the chat shortcuts experience.
I just wanted to chime in, saying that having the text shortcuts (/ "shortcut") from Chat in the other areas of Agent Workspace, such as e-mail replies, would be amazing.
Using macros is a good solution for a lot of things, but being able to supplement the answer text with a selection of easy-to-access pre-defined phrases, would be a very welcome addition to the Zendesk Support experience.
I only join there and also in the name of my agent, that the shortcuts are to be used not only in the chat but also with the e-mails.
The shortcuts can also be put together with en macros, this would make editing, for the admins, much easier when changes need to be made in the text module.
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