Text Snippets and Shortcuts allow you to save often-repeated comments and ticket actions in your library. You can then reuse them on future tickets to perform multiple ticket actions with just a few clicks and even share them with the other agents and admins in the district.
Ultimately, these serve as an essential part of any agent or administrator’s toolbox to make working common tickets easy and efficient. Some common examples of text snippets and shortcuts you may want to save and utilize include:
Troubleshooting steps for common problems requestors experience (computer power issues, printer errors, etc.)
Common follow-up questions you have for requestors
Password reset, grade changes, and log-in issue workflows you commonly use to resolve tickets
Setting up workflows to document your actions on tickets and then automatically assigning it to the next agent in the process
Creating Text Snippets
Designated Text Snippet Page
When creating a new text snippet using the Shortcuts page, select Text Snippets and click Create Text Snippet.
Please note, you will need the ‘Work Tickets’ permission in order to access this page.
You must name your new snippet and enter the text you want to save.
Text Snippet within a Ticket
Text Snippets are designed to be used in cases where you may only need to attach a quick comment to the ticket. When creating a new text snippet, begin by selecting Shortcuts on an In-Progress ticket and clicking on New Text Snippet.
You will need to name your new snippet and enter the text you want to save in the new pop-up window.
You can use variables when creating Text Snippets. Please refer to the list of supported variables.
Sharing Text Snippets
You can share text snippets with different Users, Teams, or Roles.
You must have the Share Shortcuts permission to share text snippets.
Text snippets can be shared by selecting Share in the Options dropdown.
Select Add Filter to add a User or a Team.
Select a User or Team and then Save.
The user with whom the text snippet was shared will see it in the Text Snippets group and be able to use the text snippet.
The user with whom the text snippet was shared can only use it or create their own copy. They will not have the ability to edit or delete it.
If the user chooses to copy the text snippet that was shared with them and create their own text snippet, the originally shared text snippet will still be available and visible. The only way to remove it is to ask the owner to remove the user (from the text snippets filter). When removed, the user will no longer see it.
Utilizing Text Snippets
Once text snippets are set up, they can be used on tickets by clicking Shortcuts > All Shortcuts. If you want to make this snippet available for all agents and administrators, you can also toggle it on district-wide at the top right of the window.
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Hannah Bailey - Director, Customer Engagement