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Help Center›Admin Setup (For Admins)›Ticket management setup›Keyboard shortcuts in Atlas
Table of contents
  • Overview
  • Key Features
  • Shortcuts by area
  • FAQs & Troubleshooting
  • Why don't the "T then ..." shortcuts work?
  • Why don't any shortcuts work?

    • Keyboard shortcuts in Atlas

    Last updated October 12, 2026

    Who can use this feature?
    Admins and Agents.

    Overview

    Keyboard shortcuts let you move through the inbox, act on tickets and format replies without reaching for the mouse. This article lists the shortcuts available in Atlas.

    To see the list inside Atlas, click the question icon (?) and select "Show hotkeys", or press "Shift+?". On Windows, use Ctrl wherever this article says Cmd.

    Related articles:
    •  How to configure draft collaboration and keyboard shortcuts: Turn on the leader key for ticket shortcuts (Admins).
    •  How to manage your profile settings: Turn keyboard shortcuts on or off for your own account.
    •  How to use Smart Assist in replies: Rewrite, fix and translate replies with AI.

    Key Features

    • Shortcut list in the app: Open it from "Show hotkeys" in the question icon menu, or press "Shift+?".
    • Leader key: Some ticket shortcuts use "T" first, then a second key. An Admin turns this on in  "App Configuration > Ticket Management > Collaboration" .
    • Command palette: Press "Cmd+K" to find any action you don't remember.
    • Personal setting: Each user can turn keyboard shortcuts on or off in their profile.

    Shortcuts by area

    Ticket actionsNavigationReply boxFormatting
    ShortcutAction
    PSet priority
    AAssign an agent
    TAdd a tag
    T then HSnooze the ticket
    T then RSwitch the customer on the ticket
    E (in the status menu)Select "Closed"
    Shift+UMark as unread
    Shift+SStart a sidebar conversation
    Alt+MMerge tickets
    Shift+LLink a Linear issue
    Shift+JLink a Jira issue
    ShortcutAction
    Up / Down arrowsMove between tickets
    EnterOpen the selected ticket
    /Open search
    Cmd+KOpen the command palette
    G then IGo to Inbox
    G then SGo to Session recordings
    G then HGo to Help Center
    G then BGo to Chatbots
    G then RGo to Reports
    G then CGo to Customers
    G then AGo to Accounts
    G then OGo to Broadcast (outbound)
    ShortcutAction
    EnterFocus the reply box
    EscLeave the reply box; press again to return to the inbox
    Cmd+EnterSend the reply
    Ctrl+I (Mac) / Ctrl+Shift+I (Windows)Switch between reply and internal note
    #Insert a canned response
    $Insert a help center article
    @Mention a teammate
    {{Insert a variable
    :Insert an emoji
    Alt+JOpen Smart Assist
    Alt+GFix spelling & grammar
    Ctrl+Alt+NGenerate new response
    ShortcutAction
    Cmd+BBold
    Cmd+IItalic
    Cmd+UUnderline
    Shift+Cmd+XStrikethrough
    Cmd+EInline code
    Shift+Cmd+ECode block
    Cmd+KAdd a link (while text is selected in the reply box)
    Shift+Cmd+9Quote
    Shift+Cmd+7Numbered list
    Shift+Cmd+8Bulleted list
    Shift+Cmd+AAttach a file

    FAQs & Troubleshooting

    Why don't the "T then ..." shortcuts work?

    They need the leader key. Ask an Admin to turn on the leader key in  "App Configuration > Ticket Management > Collaboration" . Also check that keyboard shortcuts are turned on in your profile.

    Why don't any shortcuts work?

    Check that keyboard shortcuts are turned on in your profile settings, and that your cursor is not in a text field (except for reply box shortcuts).

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