Evaluating Shortcut Efficiency in Zendesk
Can I evaluate the efficiency of shortcuts in Zendesk?
Currently, Zendesk does not provide a native way to track the usage of shortcuts in chat conversations. However, you can use a workaround by adding 'Tags' to your shortcuts. This allows you to track how often each shortcut is used by utilizing Zendesk Explore for reporting.
By tagging shortcuts, you can generate reports that show the frequency of shortcut usage, helping you evaluate their efficiency and effectiveness. This insight can guide you in optimizing your shortcuts to better meet the needs of your agents and customers. For more information on using tags in reporting, refer to theReporting with tags.
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