Managing personal app shortcuts

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By default, opening Apps in the Agent Workspace context panel shows the list of apps your admin has installed on your account to help you work with tickets. If you have a lot of apps, this list can be long and difficult to navigate. If activated by an admin, you can create shortcuts for your favorite apps and pin them to the context panel sidebar.

App shortcuts enable you to quickly open apps without searching through the full list of apps in the Apps panel. Each agent can add their own personal set of shortcuts.

Note: This article describes how agents can create personal app shortcuts. Your admins can also create shared app shortcuts that you might see in the context panel. See About app shortcuts.

This article includes these sections:

Adding personal app shortcuts

Removing personal app shortcuts

Reordering personal app shortcuts

Using personal app shortcuts with custom ticket layouts

Limitations for personal app shortcuts

Related articles

Managing your installed apps

Adding personal app shortcuts

If personal app shortcuts are activated on your account, you can add them to the context panel sidebar.

To add a personal app shortcut

In a ticket, click the Apps icon () in the context panel.
A list of apps available to you appears.

Locate the app you want to include as a shortcut and click the pin icon ()

When you pin an app, it appears as an apps shortcut, below the Apps icon () in the sidebar.

To open the app, click the shortcut ( ) in the sidebar.
You can click the shortcut even if the Apps panel is closed. The shortcut remains in the sidebar until you remove it.

Tip: Instead of clicking the pin icon () to add a personal app shortcut, you can click the plus icon (+) in the sidebar, then select an app from the menu.

Removing personal app shortcuts

You can use the pin icon to add or remove personal app shortcuts from the sidebar.

To remove a personal app shortcut

In a ticket, click an app shortcut to open the app.

Click the pin icon () next to the app title to unpin it.

The app is unpinned and the app shortcut is removed from the sidebar. Removing an app shortcut only removes the shortcut, it doesn't delete the app.

Reordering personal app shortcuts

To reorder personal app shortcuts

Select an app shortcut in the sidebar and drag to reposition it.

Using personal app shortcuts with custom ticket layouts

The shortcuts you add remain in place as you work through your tickets. If your admin has activated custom ticket layouts on your account, you can add a different set of personal app shortcuts for each ticket layout. For example, you might have one set of shortcuts for Returns tickets and another set of shortcuts for Inventory tickets.

If your admin has added shared app shorts to a ticket layout, there are some restrictions on the personal app shortcuts you can add. See About app shortcuts.

Limitations for personal app shortcuts

If you clear your browser cache, your personal app shortcuts are removed and you'll need to add them again.

If an admin activates a new custom layout or updates an existing custom layout, your personal app shortcuts are removed and you’ll need to add them again.