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Shortcuts Needed in Mobile App

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Kristen Koehler

Posted Aug 01, 2023

I am using the ZenDesk app on an iPhone14 and the /shortcuts I use to answer customers in chat are not available. This is a HUGE pain because if I'm using the app it means I'm away from my desk and on the go, typically after work hours, and being able to answer quickly but with detail is important. The shortcuts are arguably MORE important on mobile. We are a small start-up so don't have a staff of round-the-clock customer service folks. Being able to quickly handle chats during non-business hours is important to us. Not sure why they aren't supported in the mobile app and if anyone else is experiencing anything similar.

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    Will Poon

    Zendesk Product Manager

    Hi Kristen, thanks for reaching out. 

    Can you confirm if you are referring to our Support mobile app or the Chat mobile app?

    For the Support mobile app, you can access macros by tapping on the thunder icon, this will give you a list of your accessible macros that you can apply on a ticket. Please note that only plain text macros are supported right now, more information on this can be found here. 

    For the Chat mobile app, you can access the shortcuts as you would on desktop by tapping on the '/' character on your keyboard, this will load the same shortcuts as you would see on the web version of Zendesk. 

    I hope this solves your issue and please don't hesitate to reach out if you've further questions. 

    Thanks,

    Will 

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