Chat shortcut suggestions in Agent Workspace
Feature Request Summary:
Make shortcut suggestions work the same way in Agent Workspace as it works in regular Zendesk Chat
The way to use chat shortcuts in Zendesk Agent Workspace is not the same as in Zendesk Chat.
In Zendesk Agent Workspace the agent is forced to use "/" before being able to apply shortcuts.
Also, to search for shortcuts in Agent Workspace, the agent is forced to search for the shortcut name.
In Zendesk Chat, the agent does not need to enter "/", and is also not needed to search for the shortcut name, but can simply start to type the beginning of the sentence in the shortcut, and Zendesk Chat will suggest the shortcut to the agent.
The business impact of limitation or missing feature:
Due to the change of functionality of shortcuts in the agent workspace, agents are spending more time in the chats, searching for the shortcuts with names they are rarely referencing to, increasing the AHT of chats.
The lack of functionality for shortcuts in Agent Workspace is increasing the time it takes for agents to adapt to the new Agent Workspace.
Thanks all for providing feedback. We're looking into how we can simplify the macros application experience and we're taking all your feedback into account.
in both Zendesk Chat and Agent workspace, "/' is required for suggestions to be displayed. We certainly would like to improve the user experience of short cut. Thanks for the note on shortcut suggestions!
I'm sorry to inform you, that what you are stating above is not correct.
When handling chats in regular Zendesk Chat, shortcuts are suggested if you simply type the first few words of the content of the shortcut - also without adding the "/" as a start.
See screenshot below:
Also something else i would like to add here is that, in Agent Workspace we don't have the option to separate paragraphs between the sentences, so when we are replying with a long shortcut the customer sees a long paragraph united.
Is this something is going to be fixed in AW?
If I may partially partially correct your answer:
You write: "in both Zendesk Chat and Agent workspace, "/' is required for suggestions to be displayed."
However, after some inquiry, this is only half way correct, as it doesn't apply to the entirety of Agent Workspace, only selected channels. Hence, there are some limitations that aren't specified in your answer.
If you don't have Chat activated, the "/" command for shortcuts is not available at all, since there is no place to define your personal shortcuts. As far as I can tell, they are a function of Chat, not Agent Workspace in itself.
I'm I wrong in this? I would very much like to use "/" shortcuts in Agent Workspace, but for email replies.
Adding in my thoughts--it is extremely detrimental to not have shortcuts available to the agent in the agent workspace. The agent workspace is designed to increase the agent's efficiency and overall speed and when messaging (or texting) and shortcuts are the ideal replies (we designed them to be shorter and more succinct, getting the customer exactly what they need as fast as possible). We built our shortcuts from our Macros, and it seems like a waste of resources to now remake every shortcut as a macro again. There should be a way to use shortcuts as macros, or (at the very least) there should be a way to automatically recreate shortcuts as Macros.
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