Using Placeholders in Zendesk Shortcuts
How do I use placeholders in Zendesk chat shortcuts?
Placeholders in Zendesk chat shortcuts allow you to insert dynamic content, such as visitor-specific details, into your messages. To use them, click the 'Insert placeholder' link when creating or editing a shortcut.
Select the placeholder you want to use, and it will be inserted into the message body. This feature helps personalize interactions by automatically pulling in relevant information.
More related questions
What are Zendesk chat shortcuts and how do they work?
Zendesk chat shortcuts are a time-saving feature that allows agents to insert common phrases into chats with just a few keystrokes. These shortcuts can include placeholders to personalize messages with visitor-specific or chat session-specific…
How can I create a new shortcut in Zendesk?
Creating a new shortcut in Zendesk is straightforward and can be done from the Chat dashboard. Simply navigate to Settings > Shortcuts and click 'Add Shortcut'. You'll need to enter the abbreviated text for the shortcut, select the type (personal,…
Can I edit or delete existing shortcuts in Zendesk?
Yes, you can edit or delete existing shortcuts in Zendesk. To edit a shortcut, go to the Chat dashboard, select Settings > Shortcuts, and click on the shortcut you want to modify. Make your changes and save them. To delete a shortcut, select it…
How do I reassign a shortcut to a different type in Zendesk?
Reassigning a shortcut in Zendesk allows you to change its type, such as from personal to shared. To do this, go to the Chat dashboard, select Settings > Shortcuts, and choose the shortcut(s) you want to reassign. Use the Actions drop-down menu to…
What are the limitations of using shortcuts in Zendesk's Agent Workspace?
In Zendesk's Agent Workspace, there are some limitations when using shortcuts. For instance, shortcuts with options (like radio buttons) are not supported. Additionally, shortcuts can only be triggered by typing a slash (/) followed by the shortcut…
Can I use clickable links in Zendesk chat shortcuts?
Unfortunately, Zendesk chat shortcuts do not support clickable links or hyperlinks. You can only add plain URLs to the shortcuts. This limitation means that while you can provide a URL, it won't be clickable within the chat interface. This is a…
How many shortcuts can I create in Zendesk?
You can create up to 15,000 shortcuts in your Zendesk account. This limit is designed to accommodate a wide range of use cases without significantly affecting performance. While having a large number of shortcuts might slightly increase loading…
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