In essence, as all our apps the Shortcuts app has come in to existence to make a Zendesk Admins/Agents life easier. Below you can find a few examples of why you should use the Shortcut app.
1. Efficiency
Help agents to access external information faster by eliminating a search process.
2. Precision
Allow the Agent to access relevant information in order to solve a ticket.
e.g. : It might be possible that a client asks a question that can be interpreted in two ways. If you have two active Shortcuts setup that leads the agent to both answers it improves the chances that the Agent will also share both possible answers.
3. Improve Headspace - Prevents brainless repetitive work for the agent.
As a Customer Support Agent you are often handling a lot of the same questions like refunds or subscription changes. With a Shortcut you can directly navigate to the relevant page that is linked to the specific ticket requester [Client email address] and solve the ticket immediately.
4. Helps Agents with onboarding - Creates awareness on how to use platforms faster.
For some Agents it can be overwhelming to get up to speed with all the different platforms. It can be easy to forget certain specific search processes to find the relevant information in order to be able to solve the ticket. With an implemented Shortcut you can help a new Agent to skip this part of the learning curve and help the Agent access the relevant information faster.