Keyboard shortcuts
Move through the inbox, resolve, assign and reply without the mouse.
Updated on
Shortcuts save a few seconds on every conversation, which adds up over a busy day. The most used ones are listed at the bottom of the conversation list as a reminder.
In the inbox
These work when you are not typing in a box. Press Esc to leave a box first.
| Key | Does |
|---|---|
j / k |
Open the next / previous conversation in the list |
/ |
Jump to the search box |
x |
Select or unselect the open conversation for a bulk action |
Esc |
Clear the selection |
r |
Resolve the open conversation, or reopen it if it is resolved or closed (the same as the Resolve / Reopen button) |
a |
Assign the open conversation to yourself |
e |
Hide the open conversation until the customer replies (press again to restore it) |
x, r, a and e need Work access to Customer Support. With View access only j, k and / work.
In the list, Shift-click a conversation's checkbox to select every conversation between it and the last one you clicked.
In the reply box
| Key | Does |
|---|---|
Enter |
Send the reply or add the note |
Shift+Enter |
New line |
/ at the start of a line |
Insert a canned response |
@ at the start of a line |
Quick commands: @c resolves, @ok marks handled, @tag-name adds a tag |
↑ / ↓ |
Move through the canned responses or commands shown |
Enter or Tab |
Pick the highlighted one |
In the customer panel's Notes, press Ctrl+Enter (⌘+Enter on a Mac) to save the note.
Anywhere in the dashboard
Press ⌘K on a Mac or Ctrl+K on Windows to open search: type to jump to a page or a conversation by the customer's name, or to search your customers.
Press ? (outside a text box) to see the dashboard's shortcuts.
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Related articles
- Reply to customersWrite replies, use canned responses and quick commands, quote a message, recall one, and understand reply windows and delivery ticks.
- Canned responsesSave answers you send often, like opening hours or shipping fees, keep your own, and insert them with / or the lightning button on the web, phone and Mac.
- Resolve, snooze, close and reopen conversationsMark a conversation done, park it until later, close it for good, and what happens when the customer writes again.
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