Setting Up Department Shortcuts in Zendesk Chat
How do I set up department shortcuts in Zendesk Chat?
To set up department shortcuts in Zendesk Chat, first create the departments and add agents to them. Then, select the shortcuts you want to reassign, click the Actions drop-down menu, and choose Reassign. Select 'Agents in departments' from the Available for drop-down menu, enter the department names, and click Set. This makes the shortcuts available only to specified departments.
More related questions
How do I update existing Zendesk Chat shortcuts?
To update existing Zendesk Chat shortcuts, you need to reassign them to the new types available. Previously, all shortcuts were global, but now you can categorize them as personal, shared global, or shared department shortcuts. This allows for…
What are the different types of Zendesk Chat shortcuts?
Zendesk Chat now offers three types of shortcuts: personal, shared global, and shared department shortcuts. Personal shortcuts are for individual use by agents or administrators. Shared global shortcuts are created by admins and available to all…
How can I reassign personal shortcuts in Zendesk Chat?
To reassign personal shortcuts in Zendesk Chat, select the shortcuts you want to update, click the Actions drop-down menu, and choose Reassign. Then, select 'Me only' from the Available for drop-down menu and click Set. This ensures that the…
What are the roles and permissions for Zendesk Chat shortcuts?
In Zendesk Chat, shortcut-specific roles and permissions can be set by admins, but this feature is only available on Enterprise plans. Roles include All shortcuts, Department, Personal, and None, each defining different levels of access to add and…
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