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How do I make a shortcut?

  • January 13, 2025
  • 4 replies
  • 200 views
MArchuleta 473789d eosd
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Hello!

I’m curious on how I make a shortcut? I see the option for them when I’m inside a ticket, but unsure how to set them up prior to that screen. Furthermore, I want to make a shortcut to add resources to a ticket of issues that we run into fairly often. Thanks for any help! 

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Best answer by EStapf_iiQ

​@MArchuleta 473789d eosd I also noticed the second part of you question regarding adding resources to a common type of ticket. My recommendation would be to create a Knowledge Base article with those resources. Once created, any KB article is automatically created as a shortcut which can be applied within any ticket. 
Here are a few iiQ KB articles that talk about KB articles 🤣:
 

and how to present it prior to ticket submission:

Hope these help as well!

S

4 replies

A
Mentor
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As far as I know, you create them while in an active ticket - any active ticket.

Does this Knowledge Base article help?

 

 

Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
Kathryn Carter
MArchuleta 473789d eosd
Kathryn Carter
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  • Kathryn Carter
  • Community Manager
  • January 13, 2025

​@MArchuleta 473789d eosd Thank you for submitting your question to our community! 😄

Shortcuts cannot be made outside of a ticket, but you can create them within any ticket! Here is an idea to check out as well about adding a shortcuts tab on the Left Nav: 

 

Kathryn Carter - Community Moderator /// Did you ask a question? Don't forget to mark the correct answer!
smcelmurray_iiQ
MArchuleta 473789d eosd
EStapf_iiQ
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  • EStapf_iiQ
  • Employee
  • Answer
  • January 13, 2025

​@MArchuleta 473789d eosd I also noticed the second part of you question regarding adding resources to a common type of ticket. My recommendation would be to create a Knowledge Base article with those resources. Once created, any KB article is automatically created as a shortcut which can be applied within any ticket. 
Here are a few iiQ KB articles that talk about KB articles 🤣:
 

and how to present it prior to ticket submission:

Hope these help as well!

smcelmurray_iiQ
Kathryn Carter
smcelmurray_iiQ
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Fun new fact ​@MArchuleta 473789d eosd we just had a new enhancement where you can add variable data points in text snippets and shortcuts. Check out the details here 😎
 

 

Melissa_iiQ
Kathryn Carter
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