AL: How To Add Favorites and Quick Keys

The Hook Use this workflow to create shortcuts (Favorites and Quick Keys) to quickly initiate your most commonly created tickets.

 

Before you begin...

• Requires at least Employee User Type access.

• Requires the following Role settings enabled: Access to the Ticket List tab, and Access to Add, View, and Edit Tickets.

 

The Steps

1. Click +Guest Request or +Internal Request to start a ticket.

2. Select a Service, then click the star icon next to the Service name to favorite it.

3. Note the auto-assigned Quick Key letter. To change the letter, click the box and type a new letter.

4. Hover your mouse over +Guest Request or +Internal Request to access your list of Favorites and select one to initiate a ticket with that Service selected.

 

The Result Success: Your shortcut will be saved. You can now initiate a ticket from any tab in Alice simply by typing the assigned Quick Key letter on your keyboard.

 

Troubleshooting

• Note: Quick Keys and Favorites are created and visible by individual users. It is not possible to share them across multiple users.

• Note: Favorites set on Alice Desktop (web) will be available on the Alice Staff app (mobile) and vice versa.

• Note: Quick Keys cannot be created on the Alice Staff app (mobile).