Using keyboard shortcuts in your IT service desk
Freshservice helps you navigate your way around your service desk easily by using keyboard shortcuts. These shortcuts can be used to perform repetitive tasks quickly and manage the properties of tickets on the fly. For example, you could move between tickets, assign a ticket to an agent or delete tickets in your service desk by using key combinations inside Freshservice. You can use these shortcuts with a Standard 101/102-Key or Natural PS/2 Keyboard.
To pull up an entire list of shortcuts available, anywhere inside Freshservice, you can press Shift+? to pull up a list of keyboard shortcuts that can be used in Freshservice.
Shortcuts to navigate within the application
These shortcuts help you navigate to any tab/page within your support portal.
Keys
Purpose
g and d
Go to Dashboard tab
g and t
Go to Tickets tab
g and p
Go to Problems tab
g and c
Go to Changes tab
g and l
Go to Releases tab
g and i
Go to CMDB tab
g and s
Go to Solutions tab
g and r
Go to Reports tab
g and a
Open Admin form
/
Places the cursor in the search box
?
View the list of keyboard shortcuts available
You can also navigate between within a list page using the following shortcuts.
Keys
Purpose
alt+right
Go to the Next page
alt+left
Go to the Previous page
up or k
Move cursor to the previous ticket
down or j
Move cursor to the next ticket
x
Select the ticket
Please note that the navigation between tickets will happen based on the position of the cursor in your tickets tab. The current position of the cursor is indicated as shown below.
Shortcuts to use within the tickets tab
These shortcuts can be used when you are on the Tickets tab.
Keys
Purpose
Space
Show description
~
Close record
@
Assign the record to yourself
#
Delete record
!
Mark spam
Alt + Shift + `
Silent close
r
Reply
f
Forward
Shortcuts to use within an individual ticket record
These shortcuts can be used when you are inside an individual Ticket record.
Keys
Purpose
r
Reply
f
Forward
n
Add note
~
Close
Alt + Shift + `
Silent close
m
Add time
!
Mark as spam
#
Delete a ticket
p
Properties
]
Expand
s
Execute scenario
Common shortcuts that can be used within the Ticket/Problem/Change/Release tab
These shortcuts can be used when you are on the Tickets/Problem/Change/Release tab.
Keys
Purpose
Alt + Right
Go the next list view page
Alt + Left
Go to the previous list view page
Up or k
Move cursor to the previous record
Up or j
Move cursor to the next record
x
Select record
Return
Open record
t
Add task
n
Add note
~
Close record
@
Assign the record to yourself
#
Delete record
Shift + x
Select all
Anywhere inside Freshservice, you can press Shift+? to pull up a list of keyboard shortcuts that can be used in Freshservice.