Keyboard shortcut to open Knowledge Base from Help Desk ticket

HubSpot Ideas
1

We use HubSpot Help Desk heavily, and our agents try to work as much as possible with the keyboard (power users). Today, there is no built-in keyboard shortcut to open the Knowledge Base directly from a ticket. This means we need to use the mouse to:

  1. Move away from the ticket
  2. Open the Knowledge Base in another tab/area
  3. Search for relevant articles

This slows down experienced agents who handle a high volume of cases.

Feature request:

  • Please add a keyboard shortcut that allows agents to open and search the internal Knowledge Base directly from a Help Desk ticket, without using the mouse. For example:
    • Pressing / (or another key combination, e.g. Shift+K or Ctrl+K) while viewing a ticket could:
      • Open a Knowledge Base search panel, or
      • Focus a search field that searches the Knowledge Base, or
      • Open the main Knowledge Base view in a new tab with focus on the search bar.

Nice-to-have / advanced options:

  • Make the shortcut configurable per user or per account (so teams can choose a key that doesn’t conflict with browser shortcuts).
  • Option to scope results to certain categories relevant for support (e.g. internal-only KB articles).
  • (If possible) context-aware suggestions based on the current ticket’s subject and content, pre-populating a search query.

Why this matters:

  • Significantly speeds up work for support agents who live in Help Desk all day.
  • Encourages consistent use of the Knowledge Base, which improves quality and reduces handle time.
  • Improves accessibility and keyboard-driven workflows.