Guide Overview The following article is designed to give Incident IQ agents and administrators an understanding of the following topic: An introduction to text snippets and shortcuts as well as some common use cases. Creating, editing, deleting and utilizing text snippets and shortcuts on tickets. Using Shortcuts in Bulk Operations Guide Index You can use …
To edit or delete a Text Snippet or Shortcut, open an In-Progress ticket. On the ticket action bar, click on the wand icon and select All Shortcuts. When hovering over the Text Snippet or Shortcut, a pencil icon appears. Click the pencil icon. This will open the edit screen to make any changes. Click Save. …
Save time and keystrokes with Text Snippets. This allows agents to create canned responses and apply them to a ticket in seconds. To create a text snippet, open an In-Progress ticket. On the ticket action bar, click the wand icon and New Text Snippet. From here, you will need to name your new snippet and …
