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The helpdesk has single-key shortcuts for the work you repeat on every ticket: moving to the next one, opening the composer, changing status, assigning, tagging, and inserting a macro. They are on by default for every agent. Press ? anywhere in the helpdesk to open the Keyboard shortcuts dialog. You can also open it from your profile menu at the bottom of the sidebar. The first time you open a ticket, a notice above the conversation lists the basics. Close it with the X, and it won’t come back.

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Shortcuts

Shortcuts work on the ticket page, except / and ?, which work on every helpdesk page. On a Mac, Cmd is the Command key. On Windows and Linux, use Ctrl. J and K follow the order of the list you opened the ticket from. Esc returns you to that list with its filters intact. Shift + J and Shift + K step through the messages in the conversation and skip event rows. The first press selects the newest message, and the selected message gets a highlighted border.

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Ticket

R and N switch the composer to Reply or Note and put the cursor at the end of your draft. They do nothing while an AI draft is generating. A, T, and P open pickers in the ticket details panel, so they only work while the panel is expanded. T also stops working once the ticket has 20 tags, the per-ticket limit.

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Composer

Press Esc once to leave the composer, and again to go back to the ticket list.

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Picking with number keys

When you open the status, assignee, tag, priority, or macro picker with its shortcut, each row shows a number. Press the number to pick the row without touching the mouse. Numbers go up to 9, and they disappear once you type in the picker’s search box.
Press A then 1 to assign the open ticket to yourself.
The tag picker stays open after a pick, so you can add several tags in a row. Press Esc to close it.

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Turning shortcuts off

Click your avatar at the bottom of the sidebar and switch off Single-key shortcuts. This removes the letter and number shortcuts and the key hints next to buttons. Cmd + Enter still sends, and you can still open the shortcuts list from the profile menu. With shortcuts off, typing anywhere on a ticket page starts typing in the composer, as the helpdesk did before shortcuts existed. The setting is yours alone and applies to one AI agent. If you work in the helpdesk of several AI agents, turn it off in each one. There is no way to change which key does what.

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Good to know

  • Shortcuts don’t fire while you’re typing in a text field, the composer, or a search box, or while a dialog or menu is open. Press Esc to leave the field first.
  • Shortcuts ignore keys pressed with Cmd, Ctrl, or Alt, so browser shortcuts like Cmd+R keep working.
  • Caps Lock has no effect. J moves to the next ticket whether Caps Lock is on or off.