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Keyboard Shortcuts Agent Workspace
Posted Mar 22, 2022
Summary
We receive significant chat volume and our agents typically handle 3-4 chats simultaneously. They utilise keyboard shortcuts to tab through the multiple conversations. Having to reach for the mouse each time is certainly not efficient when handling hundreds of chats per day. This feature works without fail in Zendesk chat. However, we intend to activate agent workspace and noticed during tests that keyboard shortcuts do not provide the same value.
Steps to Reproduce
OS - Windows
The shortcuts provided in the overview are:
- "win + ctrl + ." next tab
- "win + ctrl + ," previous tab
If a user has multiple tabs open / ongoing chats, the only way in which they are able to utilise these shortcuts is to click away from the description box, meaning interaction with a mouse is required.
It's challenging to describe the logic in its current state because there doesn't seem to be any consistency. If for example, I click away from the description box, it is possible to tab to the next ticket, but then I need to click in the description box to form a response. Once my cursor is in that description box, the only option available is to click away from it to move to the next tab. This however seems to be intermittent, sometimes I need to click into the description box, sometimes it isn't necessary.
We were informed that a different shortcut is used at Zendesk "ctrl + alt + tab". On a Windows machine, this is opens a quasi-dialogue window by default. Maybe there are alternatives that we're not currently aware of.
Business Impact
With significant volumes on chat, a mouse is required to tab through multiple tabs, slowing agents down and increasing chat handle times. We would expect that such a simple feature would work as it does in the former product.
7
5 comments
Zac Garcia
Hi David! Thanks for sharing this feedback. Since you've brought this up, it's on our radar to prioritize and look into. While we're on the topic, it's clear your team uses keyboard shortcuts extensively to drive efficiency. Could you share what other keyboard shortcuts your team commonly uses? How about actions you take commonly that don't have a corresponding shortcut today - are there any ways you feel we could help you get faster?
I appreciate this detailed post and thanks for your engagement. Looking forward to hearing back from you!
1
David Walker
Hi Zac! Thanks for getting back on this.
Other than tabbing through ongoing chats, we would also like to have the option to accept a chat with a keyboard shortcut. Our needs are sufficiently covered with all other available shortcuts.
Really looking forward to any updates you can provide about these two.
1
Jonathan
Hi David, Zac,
I'd like to emphasize the importance of these shortcuts too. The most critical shortcuts that have been lost in the move to Agent Workspace are:
Cheers
1
Janaki Silva
As a disabled employee who depends heavily on keyboard shortcuts, I will strongly echo this feedback. Our team will be switching to Agent Workspace soon, and I am very concerned about my ability to work within Agent Workspace if critical keyboard shortcuts are missing.
0
Viachaslau
Zac Garcia In Legacy Zendesk chat our agents liked shortcuts Navigating the dashboard with keyboard shortcuts – Zendesk help. Most of them are not supported in the Agent workspace. Are there plans to improve this?
As an example
CTRL + number: Open the chat window for corresponding number.
CTRL + ~: Serve a chat request.
0