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AurionAI

Keyboard shortcuts

3 min readBy Emmanuel Yazbeck

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: all roles can move through the list. The actions that change a conversation follow your role.

Keyboard shortcuts let you work through the inbox without the mouse. The inbox list and an open conversation have different shortcuts.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • The cursor is not in a text field. Shortcuts do not work while you type in a field, a search box or a reply.
  • No menu or dialog is open.

Show the list of shortcuts

  1. Open Inbox.
  2. Click an empty area of the page, so that the cursor is not in a text field.
  3. Press ?. On most keyboards, this is Shift and the key with the question mark.

The Keyboard Shortcuts window opens. To close it, press Escape.

The Keyboard Shortcuts window in the inbox, with the Navigation and Actions groups

Shortcuts in the inbox list

Press the letter keys without Shift.

Key Action
J or Down arrow Move down
K or Up arrow Move up
Enter or O Open conversation
X Toggle selection
E Archive / Unarchive
R Mark as resolved
A Assign to me
U Toggle read/unread
? Show keyboard shortcuts

The actions work on the highlighted conversation. Press J or Down arrow first to highlight a conversation.

Shortcuts in an open conversation

When a conversation is open, these keys work:

Key Action
T Run the automatic triage of the conversation
R Write a reply
Shift + R Reply to all
N Write an internal note
E Mark the conversation as resolved
A Assign the conversation to yourself
S Snooze the conversation, or end the snooze
J and K Go to the next or the previous message
Escape Go back to the inbox list
? Show a short reminder of these shortcuts
1 to 7 Open a tab of the conversation
Ctrl + Shift + C Add a Cc recipient to your reply
Ctrl + Shift + B Add a Bcc recipient to your reply
Ctrl + Shift + N Write an internal note
Ctrl + Shift + F Forward the conversation

On a Mac, use Cmd instead of Ctrl.

The number keys open the tabs in this order: Details, Related, Activity, Meetings, Resolution, Time and Tasks. If your role cannot book meetings, the Meetings tab is not shown, and 4 has no use.

Shortcuts and your role

A shortcut works only when your role allows its action. For example, A does nothing for a Read-only user. In an open conversation, a Read-only user can only use the number keys, unless an additional role gives them Manage conversations. Read What your role allows in the inbox.

Result

You can move through the inbox and act on conversations with the keyboard.

If something goes wrong

  • A key does nothing. Click an empty area of the page so that the cursor leaves the text field, and close any open menu. Then try again.
  • A letter key types a capital letter in a field. The cursor is in a text field. Shortcuts are off there.
  • E or S in an open conversation shows an error message. The conversation cannot be resolved or snoozed from its current status. Read Snooze, resolve, archive or delete a conversation.
  • A or E does nothing in the list. Your role does not allow the action, or no conversation is highlighted.

Still stuck? Submit a request or .