Text Snippets and Shortcuts are essential tools for agents and administrators to streamline ticket management. They allow you to save repeated comments and actions, reuse them on future tickets, and share them across your district. You can save and utilize snippets/shortcuts for:
Troubleshooting: Standardized steps for common issues (e.g., computer power issues, printer errors).
Communication: Common follow-up questions for requestors.
Workflow Automation: Managing password resets, grade changes, and login issue resolution.
Process Documentation: Automatically documenting actions and assigning tickets to the next agent in the process.
Managing Shortcuts via the Shortcuts Page
The dedicated Shortcuts page (accessible via the left-hand navigation) lets you view, manage, and organize your shortcuts.
Prerequisite: You must have the 'Work Tickets' permission to access this page.
Filtering Shortcut Groups
You can filter your view on the left-hand side of the page:
All Shortcuts: Displays all Personal and Shared Shortcuts and Text Snippets.
My Shortcuts: Displays only shortcuts you created.
Note: These are private. For example, Agent Bob cannot see Agent Emily's personal shortcuts.
District Shortcuts: Shows all shared district shortcuts.
Text Snippets: Displays all available Text Snippets.
Reference: For more information, please refer to this Knowledge Base guide.
Creating and Converting Shortcuts
Creating: You can create both personal and district-wide shortcuts using the same workflow. Select Create Personal Shortcut to begin. On the Create New Rule page, name your shortcut, select an action, and click Save Shortcut.
District Shortcuts: The Create District Shortcut button is restricted to Admin users. Once created, these are shared with all district agents.
Converting: Admins can convert a personal shortcut into a district-wide shortcut. Use the Convert to District-Wide option; a green "Shortcut Converted" message will appear, and the item will move to the District shortcuts group.
Using Shortcuts within a Ticket
Shortcuts are designed to execute complex, multi-step workflows with a single click.
Creating a New Shortcut within a Ticket
Initiate: Navigate to an In-Progress ticket, select Shortcuts, and click New Shortcut.
Build: Use the Add Action button in the bottom-left corner to define your workflow. You can include as many actions as needed.
Example: To handle password resets, create a shortcut that adds a comment, applies a resolution action, and updates the status to "Resolved" simultaneously.
Share (Admin Only): If you have the Admin Role, you can toggle the District-wide button (top right) to share the shortcut with all agents.
Adding an existing Shortcut within a Ticket
Click Shortcuts > All Shortcuts on an active ticket to open the selection window.
Sharing Shortcuts
You can share shortcuts with specific Users, Teams, or Roles.
You must have the Share Shortcuts permission to share shortcuts.
Steps to Share
Locate the shortcut and select Share from the Options dropdown.
Select Add Filter to choose the specific User, Team, or Role.
Select the desired entity and click Save.
Recipient Experience
The recipient will see the shortcut in their Shared Shortcuts group.
Recipients can use the shortcut or create a copy, but they cannot edit or delete the original shared version.
If a recipient copies the shortcut, the original shared shortcut remains visible.
To stop sharing, the owner must remove the user/team from the shortcut’s filter.
Visibility: If a shortcut is shared with a user who lacks the 'Work Tickets' permission, they will not see the shortcut or the Shortcuts navigation link.
Execution Errors:
If a user lacks 'Resolve tickets' permission, attempting to use a shortcut that includes a resolution action will trigger an error: "1 of the actions on this shortcut cannot run."
If required ticket fields are missing, the system will prevent closure and list the specific reasons (e.g., "Ticket can’t be closed before the asset has been confirmed...").
Utilizing Subtask and Subticket Shortcuts
Prerequisite: The district admin must have the Advanced Ticketing app installed.
Go to Shortcuts on a ticket and select New Shortcut.
Name the shortcut and add the action Create Subtickets/Subtasks.
Adding Subtasks
Click the dropdown on the right and select "Add Subtask."
You may add either a single subtask or multiple subtasks.
Adding Subtickets
Click the dropdown on the right and select "Add Subticket."
Select a Ticket Template from the dropdown to associate it with the action.
Utilizing Knowledge Base (KB) Articles
You can quickly share knowledge base articles directly from a ticket.
On the active ticket, click Shortcuts.
Select All Shortcuts.
On the left-hand sidebar, use the KB articles filter.
Select the desired article.
Result: The article will populate in the ticket's comment section. You can choose to keep this internal for other agents or make it visible to the requestor so they receive the information.