Change Enter key from being Send button.

Answered

15 Comments

  • Yunen Yeo

    Hi Alexa,

    Thanks for your feedback. You can use SHIFT + RETURN to go to the next line in the text area. Does that help?

    1
  • Alexa Denner

    Thank you, Yunen! Is there anyway to add a send button and turn off the ENTER being used as a send shortcut? I appreciate it! - Alexa

    0
  • Yunen Yeo

    Hi Alexa,

    Can you clarify why you would want a send button instead of using Enter to send the message? Our goal when designing the chat panel is to make it as efficient as possible for an agent typing, hence the idea is to allow agents to keep their hands on the keyboard and send messages rather than having to move from the keyboard to the mouse to send a message. This pattern is widely seen in many chat platforms.

    0
  • Alexa Denner

    Hi Yunen,

     

    We found our agents were hitting send prematurely when they wanted to be hitting enter to go to a new line. Especially in regards to a list, which we use often. I understand why it isn't there, we were just hoping for the option. So it's an unavailable option to turn on?

    0
  • Yunen Yeo

    Hi Alexa,

    Unfortunately, we don't have an option right now for this. 

    -1
  • Антоніна

    Hi all,

    is there is any changes with this functional?
    We also have this problem with prematurely sending messages because of Enter button.

     
    1
  • Will Yolen

    Hi All,

    Has there been any update to this functionality? We also have many agents that would like to turn off the automatic send when Enter is clicked. Please let us know

    5
  • Sebastian Gerhard

    I am also looking for an update we typically have it reversed in our company where Enter is to add a line break and ctrl+Enter is to send a message. this keeps us from sending incomplete messages

    3
  • Mike Goss

    Still quiet from Zendesk after 4 years on this... 
    Installing chat today, after moving from Intercom and everyone is asking for this in my team.

    2
  • Ramin Shokrizadeh
    Zendesk Product Manager

    @... There are no planned changes for this in the Chat dashboard and the composer in agent workspace (while handling a chat) follows the same mechanism.

    There are no immediate plans to change this behaviour in agent workspace as well, but I would recommend following that article to get updates via the comments from the agent workspace team if anything does change in the future. 

    -2
  • Bryce Wilson

    @...

    I agree with everyone here. Agents are sending messages prematurely because they go from answering email tickets to social tickets - it can be hard to remember not to click ENTER when just coming from an email ticket where that behaviour was fine. Would you please be able to include this on the product roadmap? I understand that you're trying to make these tickets a 'chat' environment but it's rather unhelpful for social messaging tickets...especially when you've gone to such lengths to make all tickets look identical.  It just needs to be a setting that we can flick on/off as needed. 


    2
  • Ramin Shokrizadeh
    Zendesk Product Manager

    @... Thanks for the feedback, I have shared it with the agent workspace composer and social messaging team and emphasised the preference of it being a setting within agent workspace.

    It will not immediately change the 9 month roadmap, but if anything changes they will be in touch with you in the future. 

    -3
  • DL Zendesk Administrator

    The enter key in the chat is sent directly. Can you change the settings? Our agent handles email and chats at the same time. The two modes of operation cannot be changed. We want to wrap, always make it send.

    2
  • Michael

    +1 for making this a setting.  Thank you.

    2
  • Grace Wu

    +1 for making this a setting.

    1

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