Table of Contents
We know you want to help customers solve their problems and get them on their way. That’s why we have Keyboard Shortcuts, quick little tricks to help you through your daily tasks at lightning speed, without ever leaving your keyboard.
Tip – ‘alt’ vs. ‘option’ keyboard keys
Mac uses option, whereas PC use alt.
General #
| Keyboard Shortcut | Function |
| alt + / option + / | Show keyboard shortcuts |
| alt + [ option + [ | Expand/Collapse My Customers list |
Answers Pane #
| Keyboard Shortcut | Function |
| ctrl + / command + / | Open Answers pane |
| esc | Close Answers pane |
| ⬆️ ⬇️ | Scroll through the search results |
| Enter return | Insert Answer |
| tab | Search between “Results” and “Preview” sections |
Availability #
| Keyboard Shortcut | Function |
| alt + 0 option + 0 | Toggle Away |
| alt + 1 option + 1 | Toggle Availability For Mail + Tasks |
| alt + 2 option + 2 | Toggle Availability for Voice |
| alt + 3 option + 3 | Toggle Availability for Messaging |
Conversation #
| Keyboard Shortcut | Function |
| alt + = option + = | Open reply customer menu |
| alt +a option + a | Change assignee |
| alt + e option + e | Email response |
| alt + n option + n | Add note |
| alt + r option + r | Reply to or reopen conversation |
| alt + t option + t | Edit topics |
| shift + = option + | Open reply customer menu |
| shift + h option + h | Show/hide Composer |
Conversation Workflow #
| Keyboard Shortcut | Function |
| alt + , option + , | Next Conversation |
| alt + . option + | Close Conversation |
| alt + ; option + ; | Close & Next |
Composer #
(when the cmposer is open and in focus)
| Undo last text edit Keyboard Shortcut | Function |
| alt + r option + r | Reply to Conversation |
| alt + e option + e | Email response |
| alt + n option + n | Add Note |
| alt + + option + = | Open reply to Customer menu |
| command + enter ctrl + enter | Send reply / save Note / Task |
| ctrl + z | Undo last text edit |
| tab | Back to Inbox |
Inboxes #
| Keyboard Shortcut | Function |
| alt + o option + o | See Open Inbox |
| alt + w option + w | See Waiting Inbox |
| alt + c option + c | See Closed Inbox |
Topics Menu #
| Keyboard Shortcut | Function |
| ⬆️ ⬇️ | Navigate through Topics |
| Enter | Add/remove Topics or Expand/collapse selected Topics |
| tab | Save changes to Topics |
| esc | Close Topics menu without saving changes |
| command + ⬆️ ctrl + ⬆️ | Scrolls up |
| command + ➡️ ctrl + ➡️ | Expands all selected Topics |
| command + ⬅️ ctrl + ⬅️ | Retracts all selected Topics |
