• Amisha Sharma

  • November 04, 2021 17:47
  • Edited

  Zendesk Product Manager

  Hi Kevin Sullivan - Thank you for reaching out to us and providing feedback. We had an ongoing issue with Cmd + Delete or Ctrl + Backspace where it was either deleting the last character or the last word (reported by many customers). We recently fixed the issue and that's why you're experiencing the change in shortcut behavior. 

  Cmd + Delete or Ctrl + Delete is used to delete the entire line. This is standard behavior across various composers: Gmail, Gdocs, Confluence etc. In order to delete the last word, you can use Alt + Delete or Option + Delete. Hope this is helpful! 

  Please do reach out for any follow-up questions. Thanks! :)

• Austin Ellsworth

  • November 04, 2021 16:48
  • Edited

  Amisha Sharma,
  
  Control + Backspace, in almost all use cases, removes the last typed word. In a recent change to Zendesk, Control + Backspace now deletes the entire line while in Zendesk Ticketing.
  
  As Kevin stated above, you can even observe the proper function of Control + Backspace in these reply boxes. It will only delete the last word. Doing the same in Zendesk Ticketing will remove the entire line, which is incorrect.
  
  The fix that your team made that was reported by many customers was misunderstood. If users reported that Control + Backspace removing the last typed word was a problem, then those users were misinformed about the function.
  
  This is very inconvenient. I hope more people report this issue so it can be resolved.
  
  EDIT: I thought I should note, Control + Backspace is the shortcut for one word on Windows. On Mac, it would be Option + Delete(Mac's backspace) for one word, and Command + Delete for the whole line.

  
  There may be some confusion based on OS.
  
  Thanks, have a great day!

• Kevin Sullivan

  • November 04, 2021 16:48
  • Edited

  Hi Amisha Sharma,

  Thanks for the response.  As Austin mentioned, I believe your understanding and that of the original reporting user was incorrect. Control+Backspace (on PC) removes the last typed word in Google, Confluence, and these reply boxes that I'm typing in now. It always has and that is the expected function.

  It is extremely inconvenient to have it delete the entire line. Hopefully this can be changed back.

  Thanks!

  Kevin

• Amisha Sharma

  • November 04, 2021 16:50

  Zendesk Product Manager

  Thanks for providing additional information. I will speak to the team and update :) Thanks again! Have a great day.

• Austin Ellsworth

  • November 04, 2021 16:53

  Thank you, Amisha Sharma!
  Have a great day! :)

• Zachary Tarantino-Woolson

  • November 04, 2021 17:19

  Just here to add a +1 to this issue as it has been very annoying working with tickets today and accidentally deleting an entire response.

• Amisha Sharma

  • November 04, 2021 17:45

  Zendesk Product Manager

  Thank you for being so patient, everyone!

  I spoke to the team and good news! We are going to change the behavior of Ctrl + Delete (windows) shortcut to deleting the last word instead of deleting the entire line. Apologies for the confusion we had on this one.

  We will retain Command + Delete (Mac) deleting the entire line. Option + Delete (Mac) deletes the last word.

  This fix should be released today. I'll try my best. If not today, should be early next week. I'll update here once we are done so that y'all can verify. 

  Thanks, again!

• Kevin Sullivan

  • November 04, 2021 17:46

  Huzzah! Thanks so much, Amisha Sharma!

• Zachary Tarantino-Woolson

  • November 04, 2021 17:46

  Great to hear! Thank you

• Amisha Sharma

  • November 04, 2021 22:08

  Zendesk Product Manager

  Hi All,

  The issue should be fixed now. Could you please try it and confirm? Thanks! :)

• Kevin Sullivan

  • November 04, 2021 22:15

  Fixed!  Awesome!  Thanks!

• Aileen D

  • November 22, 2021 12:50

  Hey Amisha Sharma, 

  In Agent Workspace Command + Delete (Mac) deletes the entire line in email, but if it's a chat, it only deletes the last letter. Can this be fixed?

  Command + Delete that can work in email and in chat would improve my agents' workflow. This wasn't an issue before we migrated to Agent Workspace so we'd love to have a fix for it.

  Thanks!

• Amisha Sharma

  • November 22, 2021 17:48

  Zendesk Product Manager

  Thanks Aileen Donegan for reporting the issue, we are looking into it and will be working on fixing it.

• Amisha Sharma

  • November 22, 2021 22:55

  Zendesk Product Manager

  Aileen Donegan - Cmd + Delete should work on chat now. Can you please confirm? Thanks!

• Aileen D

  • November 23, 2021 10:33

  You are awesome Amisha Sharma - it's fixed :) Thank you!

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