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Ticket Shortcuts keep things consistent and save time by automating actions. You can use Ticket Shortcuts for something as basic as a canned response or even something more complex like a project baseline.

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Create a Ticket Shortcut

  1. Navigate to Settings —> Tickets —> Shortcuts
  2. Click ‘Add Shortcut’ up the top-right
  3. Fill in the necessary fields:
    • Name: this is the name of the shortcut and will be used to search for it (on the Ticket Detail)
    • Description: this is where you can describe the shortcut in extra detail. It will show when hovering the ℹ️ icon next the name when searching for it (on the Ticket Detail)
    • Visibility: this defines who can see/use the shortcut
      • Public: everyone in your organization
      • Private: only you
      • Groups: only users in the specified groups
  4. Add the Actions (see examples below)
  5. Click ‘Create’

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Example: Solve and Close a Ticket

  • Immediately mark as Solved
  • Immediately insert public comment draft
  • Wait 72 hours
  • Mark as Closed (if no public comment reply was received)
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