40 Popular Freshdesk Keyboard Shortcuts

Every second counts in customer support. Freshdesk, a powerful tool in the Freshworks suite, is designed to help support teams deliver exceptional service with speed and efficiency. But what if you could make your workflow even more streamlined? Enter keyboard shortcuts—a simple yet highly effective way to navigate Freshdesk with greater agility. 

Whether you’re managing tickets, responding to customers, or organizing your dashboard, knowing the right shortcuts can make a world of difference. In this article, we’ll guide you through the most useful Freshdesk keyboard shortcuts, helping you maximize productivity and deliver top-notch support faster.

Navigation Shortcuts

These shortcuts help you navigate to your tabs/pages in your support portal.

• G+D – Go to the Dashboard tab
• G+T – Go to the Tickets tab
• G+E – Go to the Social tab
• G+S – Go to the Solutions tab
• G+F – Go to the Forums tab
• G+C – Go to the Customers tab
• G+R – Go to the Reports tab
• G+A – Go to the Admin tab
• G+N – Open a New ticket form
• G+M – Open Outbound email
• / – Place the cursor in the Search box
• ? – View the list of keyboard shortcuts available

Ticket List View Shortcuts

These are shortcuts for your Tickets tab. The navigation between tickets will happen based on the cursor’s position in your tickets tab. 

• Alt+Right Arrow – Go to the next page
• Alt+Left Arrow – Go to the previous page
• Up Arrow – Move the cursor to the previous ticket
• Down Arrow – Move the cursor to the next ticket
• X – Select the ticket
• V – Jump to views
• S – Execute a scenario

The following shortcuts can be used once a ticket has been selected on the Ticket Details page. You can use these shortcuts to open the ticket or assign the ticket to yourself.

• Space – Scroll down the ticket
• Enter – Open the ticket
• # – Delete a ticket
• ~ – Close a ticket
• Alt+~ – Close ticket without sending an email notification
• ! – Mark the ticket as spam

Ticket Details Shortcuts

• J – Go to the next ticket
• K – Go to the previous ticket
• R – Reply to a ticket
• F –  Forward a ticket
• N – Add a note to a ticket
• Ctrl+Enter – Send the content in the text editor
• Alt+Ctrl+Enter – Opens the ‘Send’ dropdown in the text editor for applying a Status change 
• W – Add yourself as a watcher to a ticket
• M – Add time to a ticket
• P – Priority
• # – Delete a ticket
• @ – Assign a ticket to yourself
• ~ – Close a ticket
• ! – Mark a ticket as spam
• ] – Expand the conversations in a ticket
• } – View the activities of the ticket

Type less, say more

Keyboard shortcuts for ticketing and navigation aren’t the only ways to improve your efficiency within Freshdesk. TextExpander can eliminate repetitive tasks and reduce response times when answering customer tickets.

For support teams handling numerous tickets daily, TextExpander allows you to create customizable snippets—predefined text shortcuts that expand into full sentences, paragraphs, or complex templates. This is particularly useful for responding to common inquiries or providing detailed instructions. Instead of typing out the same responses repeatedly, you can use a snippet to insert the entire text instantly.

Moreover, TextExpander’s ability to include dynamic content, such as customer names or ticket numbers, ensures that your responses remain personalized. By integrating TextExpander into your Freshdesk workflow, you reduce the chance of errors, maintain consistency in communication, and free up time to focus on more complex customer issues. This combination of speed and personalization can significantly enhance both productivity and customer satisfaction.