Zendesk

Zendesk is a customer support and ticketing software for seamless service experiences.

Website

zendesk.com

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Support

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How to edit an existing shortcut in Zendesk Chat

Here is how to edit an existing shortcut in zendesk chat

First in your dashboard, click on the "Settings" option in the left sidebar
Then click on the "Shortcuts" item in the settings menu
Next click on the shortcut you want to edit in the shortcuts list
Make the necessary changes to the shortcut text, or shortcut type as needed
You can also edit the message, in the Message field
Click on "Insert placeholder" link below the message text area
Then select the placeholder you want to use to insert into the message body from the dropdown menu, if needed
Finally once done, click on the "Save changes" button to save the updated shortcut

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Why should you edit an existing shortcut in Zendesk Chat

Zendesk is a powerful tool designed to enhance customer interactions and streamline support operations.

Editing an existing shortcut in Zendesk Chat allows you to modify preset responses, ensuring they remain relevant and effective. This feature is particularly beneficial for adapting to frequently changing information or improving the clarity of your communication.

Utilizing this flexibility not only boosts efficiency but also enhances the customer experience by delivering more personalized and accurate responses.

Last update

February 24, 2026

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