The following article is designed to give Incident IQ agents and administrators an understanding of the following topic:
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Text Snippets and Shortcuts allow you to save often repeated comments and ticket actions in your own personal library. You can then reuse them on future tickets to perform multiple ticket actions with just a few clicks and even share them with the other agents and admins in the district.
Ultimately, these serve as an important part of any agent or administrators toolbox to make working common tickets as easy and efficient as possible. Some common examples of text snippets and shortcuts you may want to save and utilize include:
- Troubleshooting steps for common problems requestors experience (computer power issues, printer errors, etc)
- Common follow-up questions you have for requestors
- Password reset, grade changes, log-in issue workflows you commonly use to resolve tickets
- Setting up workflows to document your actions on tickets and then automatically assigning it to the next agent in the process
Creating and Utilizing Text Snippets
Text Snippets are designed to be used in cases where you may only need to attach a quick comment to the ticket. When creating a new text snippet, begin by selecting Shortcuts on an In-Progress ticket and click on New Text Snippet. From here, you will need to name your new snippet as well as enter the text you want to save.
Once you have text snippets set up, they become available for use on tickets by clicking on Shortcuts > All Shortcuts and accessing them through the shortcuts pop-up menu. Please note, if you would like to make this snippet available for all agents and administrators you can also toggle on District wide at the top right of the window.
Creating and Utilizing Shortcuts
Shortcuts are designed to be used in cases where you want to have a fully fleshed out workflow to add multiple actions to a ticket all at the same time. When creating a new text snippet, begin by selecting Shortcuts on an In-Progress ticket and click on New Shortcut.
From here, you will be able to build out your shortcut workflow by using the Add Action on the bottom left of the window. Please note that you may add as many actions as you would like in this section to support whatever workflow you would like to automate.
For example, if you wanted to setup a shortcut to support working password reset tickets, you could create a shortcut that applies a comment, a resolution action, as well as sets the status to resolved all at once.
Additionally, when setting up text snippets and shortcuts you have the ability to share it with other district agents and admins simply by toggling the District wide button on at the top right.
Once you have shortcuts set up, you can access them by clicking on Shortcuts > All Shortcuts on an active ticket. This will bring the shortcut selection window where you can search for all of your own shortcuts, as well as any shared throughout the district.
Utilizing Knowledge Base Articles
You can add knowledge base articles to a ticket that you are working. This is a fast and easy way to send the requestor an article addressing their issue. Begin by clicking on Shortcuts under the Ticket Progress section. Next, click on All Shortcuts. On the left hand side you will see the filer KB articles. Here you can select which article you would like to add to the ticket. After selecting the article it will populate in the comment section of the ticket.
Tip: You can use the article for reference for other agents to work the ticket. Also, you can make the comment visible to the requestor for the requestor to receive the knowledge base article.
Editing Text Snippets and Shortcuts
To edit a Text Snippet or Shortcut start by finding an In-Progress ticket. Click on the wand icon and select All Shortcuts. Next, when hovering over the Text Snippet or Shortcut that needs to be edited, a pencil icon appears. Click on the pencil icon. This will open the “edit” screen. Make the changes here and click on “Save” button.
Deleting Text Snippets and Shortcuts
To delete a Text Snippet or Shortcut start by finding an In-Progress ticket. Click on the want icon and select All Shortcuts. Next, when hovering over the Text Snippet or Shortcut that needs to be edited, a pencil icon appears. Click on the pencil icon. This will open the “edit” screen. At the top right corner there is a Delete button.
Utilizing Ticket Shortcuts in Bulk
You can add shortcuts to multiple tickets at once. Start by selecting the tickets with the same issue on the left hand side of each ticket. Next, click on the Other button and then select Run Shortcuts. Here you will select which shortcut you would like to run for these tickets.