Documentation / Working with tickets
Keyboard shortcuts
In short: aishaa has a small number of fixed keyboard shortcuts. You send a reply with Ctrl+Enter (on a Mac ⌘+Enter), and in the WhatsApp editor and the internal chat also with a plain Enter. You search in a conversation with Ctrl+F and you close a dialog with Esc.
Where to find this
Keyboard shortcuts work everywhere in aishaa where the relevant function is on screen; there is no settings page for them. They apply to every user, from the Viewer role. Shortcuts for sending only work if you are also allowed to reply (from the Agent role).
Overview
| Shortcut | Where | What happens |
|---|---|---|
| Ctrl+Enter (Mac: ⌘+Enter) | Email editor, WhatsApp editor and internal chat | Sends the message. Always works, also on a touchscreen. |
| Enter | WhatsApp editor and internal chat, on a computer with a keyboard | Sends the message. Shift+Enter or Alt+Enter starts a new line. |
| Enter | Email editor | Starts a new line. You send with Ctrl+Enter or the Send button. |
| Ctrl+F (Mac: ⌘+F) | Open ticket | Opens Search conversation above the timeline instead of the browser’s search function. Type a search term and use the arrows to jump to the previous or next result. |
| Esc | Any dialog | Closes the dialog without saving. |
| Tab and Shift+Tab | Editor with a proposal that contains placeholders | Jumps to the next or previous placeholder, as long as one is still open. Typing replaces the placeholder. |
| Double-click on a row | Open actions and To do pages | Opens the item: for a follow-up action the Edit action dialog, for an item in To do the related ticket. |
| Enter or space on a selected file | Media tab and attachments to a message | Opens the preview of the file. |
Enter on a phone or tablet
A touch keyboard has no Shift+Enter. That is why Enter there always starts a new line in the WhatsApp editor and the internal chat, just like in the WhatsApp app itself. You then send with the send button.
@mention menus in the chat
When the @mention menu is open in the internal chat, up arrow, down arrow, Enter, Tab and Esc control that menu: browse, choose the mention or close the menu. Only after that does Enter send the message again.
Good to know
- Keyboard shortcuts cannot be customised, and there are no shortcuts for changing the status, assigning, labels or navigating between tickets.
- A send delay (adjustable in My profile) also applies when you send with Ctrl+Enter: the message then first waits the chosen number of seconds, during which you can still stop it with Undo. See Sending, undoing and what happens when sending fails.
- Ctrl+Enter sends nothing if there is nothing to send, for example with an empty editor or while an attachment is still uploading.
- Enter in the WhatsApp editor never starts a new line on a computer, not even if aishaa does not send the message for some reason. This way no empty lines are left behind in your text.