Keyboard shortcuts in the Helpdesk

Available shortcuts

These work anywhere in the Helpdesk except while you're typing in a text field — so they never interfere with search terms, replies, or notes.

• j / k — Move to the next / previous ticket in the list
• / — Jump to the search box
• r — Focus the reply box
• n — Toggle between Reply and Internal Note
• a — Assign the open ticket to yourself
• ⌘ Enter / Ctrl+Enter — Send the reply or note
• Esc — Close whatever's open
• ? — Show the shortcuts cheatsheet

Closing panels with Esc

Esc closes the topmost thing that's open, in this order: the presence picker, then the notification bell popover, then the ticket history panel, then it clears focus from the reply box, then it clears your search.

Shortcuts that need an open ticket

r, n, and a only do something when a ticket is open. Agents with the read-only Light Agent role can't reply to or assign tickets, so these three have no effect for that role.

Cheatsheet

Press ? at any time to open a popup listing every shortcut, in case you forget one.