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Improved Reply Box - News / Product - Deskpro Support

Mar 21 2013

Improved Reply Box

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The new replybox has been redesigned from the ground up to make it easier and faster to write replies and apply actions.

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When you reply, you have an option of which reply action you want to apply. By default this simply changes the ticket status according to the admin-defined defaults. But you may also choose a macro to apply instead.

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The reply box has also been improved with the new snippet shortcut codes features that lets you type special codes that expand into your defined snippet text.

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To further improve your workflow, you can use the new keyboard shortcuts to activate any of these features.

shift+r: Puts your cursor into the reply box
alt+r: Sends your reply
alt+s: Opens the snippets directory
alt+o: Opens the reply actions menu
alt+u: Sets the reply action to Awaiting User
alt+a: Sets the reply action to Awaiting Agent
alt+d: Sets the reply action to Resolved

Note: For Mac users, use ctrl instead of alt.

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