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Help Center›Admin Setup (For Admins)›Ticket management setup›How to configure draft collaboration and keyboard shortcuts
Table of contents
  • Overview
  • Key Features
  • How to configure draft collaboration and keyboard shortcuts
  • How to enable draft sharing and keyboard shortcuts
  • FAQs & Troubleshooting
  • I turned on a setting but my team doesn't see the change. Why?
  • Can I disable keyboard shortcuts?
  • Do these settings apply only to my account?
  • Can I enable draft sharing without keyboard shortcuts?

    • How to configure draft collaboration and keyboard shortcuts

    Last updated October 12, 2026

    Who can use this feature?
    Admins set it up; Agents use it on tickets.

    Overview

    Collaboration settings help several agents work on the same tickets without getting in each other's way. In  "App Configuration > Ticket Management > Collaboration" , Admins can turn on two options:

    • Draft sharing: Teammates can see replies that are in progress, so no one answers the same customer twice.
    • Leader key for ticket shortcuts: Unlocks ticket keyboard shortcuts, so agents can move through tickets without reaching for the mouse.

    Both options are global: an Admin sets them once, and they apply to the whole team, not only to the Admin's own account. Either option can be turned off again at any time.

    Related articles:
    •  Keyboard shortcuts in Atlas: The full list of ticket shortcuts.
    •  How to create and manage teams: Group the agents who work together.

    Key Features

    • Shared drafts: Replies in progress are visible to teammates, which helps prevent duplicate answers to the same customer.
    • Ticket keyboard shortcuts: Enabling the leader key unlocks shortcuts for working through tickets from the keyboard.
    • Independent toggles: Draft sharing and the leader key are separate toggles, so you can enable one, both or neither.
    • Workspace-wide: Settings apply to the whole team after you click "Save".
    • Reversible: Turn a toggle off and click "Save" to disable that option.

    How to configure draft collaboration and keyboard shortcuts

    How to enable draft sharing and keyboard shortcuts

    1. Go to  "App Configuration > Ticket Management > Collaboration" .
    2. Configure the toggles:
    • Draft sharing: Turn on to let teammates see replies in progress.
    • Leader key for ticket shortcuts: Turn on to unlock ticket keyboard shortcuts.
    1. Click "Save".

    An "Updated Collaboration settings." notification confirms the change.

    Important:
    These settings apply to your whole team, not just your own account.

    FAQs & Troubleshooting

    I turned on a setting but my team doesn't see the change. Why?

    Make sure you clicked "Save" and saw the "Updated Collaboration settings." notification.

    Can I disable keyboard shortcuts?

    Yes. Turn off the leader key toggle in  "App Configuration > Ticket Management > Collaboration"  and click "Save".

    Do these settings apply only to my account?

    No. They apply to the whole team.

    Can I enable draft sharing without keyboard shortcuts?

    Yes. The two options are separate toggles.

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