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Keyboard Shortcuts for Improving Productivity
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Using keyboard shortcuts will help improve the agent’s productivity.
The shortcut dialog can be accessed from the agent profile menu by click on the profile menu on the top-right corner and locate the keyboard shortcuts. Similarly, you can access the shortcut dialog by pressing Shift + ?
Enabling 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, during article editing, Ctrl + Enter publishes the article, provided all essential details are filled in. Otherwise, a prompt will request the completion of the missing information.
- 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.
