Admins and Agents have the ability to apply shortcuts and text snippets to tickets in iiQ Mobile App.
Please note that Shortcuts cannot be created or edited in iiQ Mobile.
First, you will need to start the ticket under the Progress tab. Next, select the wand icon to access the shortcuts and text snippets. You can apply shortcuts under the In Progress and Timeline tabs for any ticket.
When applying a shortcut, you will have the ability to enable or disable specific actions included in the shortcut before applying it to a ticket.
When applying a text snippet, you will have the ability to edit the text in the comments field before applying.
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Hannah Bailey - Director, Customer Engagement