Possible Questions
Resolution Path
How to enable/disable keyboard shortcuts?
1. By default keyboard shortcuts are enabled for all agents in the Helpdesk.
2. You can enable/disable keyboard shortcuts in your portal by clicking on the agent profile picture icon on the top right corner of your helpdesk and using the toggle for Keyboard Shortcuts.
3. Disabling the keyboard shortcuts will only disable the shortcuts that are available after clicking on the view shortcuts button(highlighted above). This will not disable the /c(shortcut for canned response) and /s(shortcut for solutions) in the reply editor. This cannot be disabled.
4. Logs to find out if a customer has enabled keyboard shortcuts,
1. Use the query in Haytsack - "shortcuts_enabled=>true" AND "2660437"
2. The first alphanumeric number in the square bracker is the X-request ID. Expand the X-request ID and look for above term. If shortcut enabled is equal to true, then it was enabled by the agent and if false, it is disabled.
3. If customers report issues with shortcut being enabled/disabled automatically, raise a L2 with the mentioned logs.
What are available shortcuts in Freshdesk?
Shortcuts to navigate within the application
These shortcuts help you navigate to any tab/page within your support portal.
| Keys | Purpose |
| g and d | Go to Dashboard tab |
| g and t | Go to Tickets tab |
| g and e | Go to Social tab |
| g and s | Go to Solutions tab |
| g and f | Go to Forums tab |
| g and c | Go to Customers tab |
| g and r | Go to Reports tab |
| g and a | Go to Admin tab |
| g and n | Open New ticket form |
| g and m | Open Outbound email |
| / | Place the cursor in the Search box |
| ? | View the list of keyboard shortcuts available |
Shortcuts to use within the Tickets tab (Tickets List View page)
These shortcuts can be used when you are on the Tickets tab. Please note that the navigation between tickets will happen based on the position of the cursor in your tickets tab. The current position of the cursor is indicated as shown below.
| Keys | Purpose |
| Alt + Right | Go to the next page |
| Alt + Left | Go to the previous page |
| up | Move cursor to the previous ticket |
| down | Move cursor to the next ticket |
| x | Select the ticket |
| v | Jump to views |
| s | Execute a scenario |
Once a ticket has been selected (on the Ticket Details page), you can use these shortcuts to perform actions like opening the ticket or assigning the ticket to yourself.
| Keys | Purpose |
| Space | Scroll down the ticket |
| Enter | Open the ticket |
| # | Delete a ticket |
| ~ | Close a ticket |
| Alt + ~ | Close ticket without sending email notification |
| ! | Mark the ticket as spam |
Shortcuts to use within the ticket view (on the Ticket Details page)
Once you open a ticket, you can use these shortcuts to perform actions like replying to the ticket or changing its properties.
| Keys | Purpose |
| j | Go to the next ticket |
| k | Go to the previous ticket |
| r | Reply to a ticket |
| f | Forward a ticket |
| n | Add note to a ticket |
| Ctrl + Enter | Send the content in the text editor |
| Alt + Ctrl + Enter | Opens the 'Send' dropdown in the text editor for applying a Status change (Example: 'Send and Set as Pending') |
| w | Add yourself as a watcher to a ticket |
| m | Add time to a ticket |
| p | Priority |
| # | Delete a ticket |
| ~ | Close a ticket |
| ! | Mark a ticket as spam |
| ] | Expand the conversations in a ticket |
| } | View the activities of the ticket |