Knut Roger

Hello @....

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.

Regards,
Roger

I just wanted to chime in, saying that having the text shortcuts (/ "shortcut") from Chat in the other areas of Agent Workspace, such as e-mail replies, would be amazing. 
Using macros is a good solution for a lot of things, but being able to supplement the answer text with a selection of easy-to-access pre-defined phrases, would be a very welcome addition to the Zendesk Support experience.

- Roger