Interaction of Personal and Shared App Shortcuts
What is the interaction between personal and shared app shortcuts in Zendesk?
In Zendesk, personal and shared app shortcuts can coexist, but there are specific rules governing their interaction. Shared app shortcuts, added by admins, take precedence over personal shortcuts created by agents.
Agents with personal shortcuts enabled will see a separator line distinguishing shared from personal shortcuts. If an app is pinned as a shared shortcut, agents cannot pin it as a personal shortcut. Additionally, apps included in the main ticket layout cannot be pinned as personal shortcuts.
More related questions
What are shared app shortcuts in Zendesk?
Shared app shortcuts in Zendesk are a way for admins to streamline the ticket-solving process for agents. Admins can create shortcuts for individual apps and pin them to the context panel within a custom ticket layout. This allows agents to quickly…
How do I create shared app shortcuts in Zendesk?
Creating shared app shortcuts in Zendesk involves using the Admin Center to customize ticket layouts. Admins can pin app shortcuts to the context panel, making them accessible to agents using that layout. To create these shortcuts, navigate to…
Can I edit shared app shortcuts in Zendesk?
Yes, you can edit shared app shortcuts in Zendesk to suit your needs. This includes creating new shortcuts, reordering existing ones, setting a default app to open, or removing shortcuts. To edit, go to Admin Center > Workspaces > Agent tools >…
How can I reorder shared app shortcuts in Zendesk?
Reordering shared app shortcuts in Zendesk is a simple process that helps prioritize the most important apps for agents. You can rearrange the order of shortcuts in the context panel to suit your workflow. To reorder, access Admin Center >…
How do I set a shared app to open by default in Zendesk?
Setting a shared app to open by default in Zendesk ensures that agents see the most relevant app first when working on tickets. This can be configured in the context panel settings. To set a default app, go to Admin Center > Workspaces > Agent…
How can I remove shared app shortcuts in Zendesk?
Removing shared app shortcuts in Zendesk is straightforward and helps keep the context panel organized. You can either remove the shortcut completely or move it to the main ticket layout. To remove a shortcut, navigate to Admin Center > Workspaces…
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