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.

Creating 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’

Example 1: Solve and Close

• Immediately mark as Solved

• Immediately insert public comment draft

• Wait 72 hours

• Mark as Closed (if no public comment reply was received)