Omnichannel Routing and Keyboard Shortcuts in Zendesk
How does omnichannel routing affect accessing keyboard shortcuts in Zendesk?
If omnichannel routing is activated in your Zendesk account, the menu structure to access keyboard shortcuts is slightly different. Instead of directly selecting 'Keyboard shortcuts' from your profile icon, you'll need to click your profile icon and then select 'Help' > 'Keyboard shortcuts'.
This adjustment is necessary to accommodate the additional features provided by omnichannel routing, but the process to enable or disable macros keyboard shortcuts remains the same.
More related questions
How do I activate or deactivate macros keyboard shortcuts in Zendesk?
You can easily activate or deactivate macros keyboard shortcuts in Zendesk from your user profile. To do this, click your profile icon in the upper-right corner of the page header and select 'Keyboard shortcuts'. If you have omnichannel routing…
Can I disable macros keyboard shortcuts for all users in Zendesk?
Macros keyboard shortcuts in Zendesk can only be turned on or off by each individual user. There is no global option to disable or enable these shortcuts for all users at once. Each user must manage their own settings through their profile. This…
What happens if I disable macros keyboard shortcuts in Zendesk?
Disabling macros keyboard shortcuts in Zendesk will turn off the ability to apply macros using keyboard shortcuts in ticket comments. If your account has Chat or Messaging activated, this action will also disable chat shortcuts. This setting was…
Are macros keyboard shortcuts activated by default in Zendesk?
Yes, macros keyboard shortcuts are activated by default in Zendesk. This means that when you start using Zendesk, you can immediately apply macros using keyboard shortcuts in ticket comments without needing to enable this feature manually. If you…
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