Agent Portal Keyboard Shortcuts in BoldDesk
Keyboard shortcuts help agents complete common actions faster in the Agent Portal. Agents can open the Keyboard Shortcuts dialog from the profile menu or by using the Shift + ? shortcut (when shortcuts are enabled).
Access the Keyboard Shortcuts Dialog
Use either method:
-
Profile menu path: Top-right Agent profile menu → Keyboard Shortcuts
-
Keyboard shortcut: Shift + ? (only works when shortcuts are enabled)
Enabling/Disabling Keyboard Shortcuts
-
Click on the keyboard shortcut in the agent profile.
-
Toggle the switch on the Keyboard Shortcuts button to enable the shortcuts.
-
To disable the shortcuts, toggle the switch off on the button.
The following are the shortcuts available for the agent portal.
Global Shortcuts (can be used from any page)
| Description | Shortcut Key |
|---|---|
| Create Ticket | c |
| Go to Ticket Module | g+t |
| Go to Contact Module | g+c |
| Go to Admin Module | g+a |
| Go to Home Module | g+h |
| Go to the Reports Module | g+r |
| Go to Knowledge Base Module | g+k |
| Form Submit | Ctrl + Enter |
| Global Search | / |
| Toggle Left Sidebar | [ |
| Toggle Right Sidebar | ] |
| Open Shortcut Dialog | Shift + ? |
| Toggle right sidebar (Detail View) | Shift + } |
When using keyboard shortcuts, the following points should be noted:
- Pressing Ctrl + Enter performs specific actions based on context. For global changes, it triggers an action. Within forms, it submits the form if all required fields are completed. If any mandatory information is missing, you will be prompted to provide the missing details. Similarly, when editing an article, pressing Ctrl + Enter will publish, save as draft, or approve the article based on its current status, provided all required information is completed. If any details are missing, a prompt will request that they be filled in.
- The shortcut Shift + ? consistently opens the keyboard shortcuts dialog when shortcut keys are enabled. If shortcut keys are disabled, this shortcut will have no effect.
If these behaviors are problematic or inconvenient, you may choose to disable the keyboard shortcuts.
Ticket Module
| Description | Shortcut Key |
|---|---|
| Add Reply | r |
| Add Note | n |
| Log Work | l |
| Toggle Watch | w |
| Change Assignee | a |
| Change Tag | t |
| Change Status | s |
| Macros | m |
Chat Module
| Description | Shortcut Key |
|---|---|
| Add Reply | r |
| Add Note | n |
| Log Work | l |
| Change Assignee | a |
| Change Tag | t |
| Change Status | s |
| Close Conversation | Ctrl + Shift + Y |
| Go to Next Conversation | Ctrl + Alt + ↓ |
| Go to Previous Conversation | Ctrl + Alt + ↑ |
| Close Conversation with Message | Ctrl + Shift + Enter |
The visual below shows how to access the Keyboard Shortcuts and the shortcuts available.
Keyboard shortcuts in BoldDesk are applicable only within the Agent Portal. These shortcuts are designed to enhance agent productivity and are not supported in the Customer Portal.
Frequently Asked Questions
-
Why does
Shift + ?not open the Keyboard Shortcuts dialog?
Keyboard shortcuts are likely disabled. Enable keyboard shortcuts from Agent profile menu → Keyboard Shortcuts → toggle On. -
What happens if I press
Ctrl + Enterin a form with missing required fields?
The Agent Portal does not submit the form and prompts for the missing required information. -
What does
Ctrl + Enterdo while editing a knowledge base article?
It prompts publishing, saving as draft, or approval based on the article’s current status only after all required details have been completed. Otherwise, the Agent Portal requests the missing information. -
Are the global shortcuts available from every page?
Yes. The Global shortcuts list is labeled as usable from any page. -
Do Ticket module shortcuts work in Chat module pages?
No. Ticket module shortcuts and Chat module shortcuts are listed separately and are intended for their respective modules. -
How do I navigate to the Reports module using the keyboard?
Useg+r. -
How do I quickly open Global Search?
Press/. -
How do I disable all keyboard shortcuts?
Open Agent profile menu → Keyboard Shortcuts and toggle the switch Off.
