Overview
Deskpro is a helpdesk platform that manages customer support across multiple channels. The Shortcut integration enables support teams to escalate issues to development by creating linked Stories from support tickets.
Key Features
- Ticket to Story: Create Shortcut Stories directly from Deskpro tickets
- Bi-directional Linking: Tickets and Stories reference each other
- Status Sync: Story progress reflects back in Deskpro
- Customer Context: Stories include customer and ticket information
Setting Up the Integration
- In Deskpro, go to Admin > Apps & Integrations
- Search for Shortcut and click Install
- Enter your Shortcut API token
- Configure default Team and Workflow
- Set up field mappings
Agent permissions may be required to create linked Stories.
Using the Integration
Creating Stories from Tickets
From a Deskpro ticket:
- Click the Create Shortcut Story button
- Review and edit Story details
- Select Story type (Bug, Feature, etc.)
- Submit to create the linked Story
Viewing Linked Stories
The ticket sidebar shows:
- Linked Story status
- Story owners
- Progress updates
- Quick link to Story in Shortcut
Status Updates
When Story status changes:
- Deskpro ticket receives an internal note
- Agents can update customers on progress
- Closing the Story can trigger ticket follow-up
Field Mapping
| Deskpro Field | Shortcut Field |
|---|---|
| Subject | Story Name |
| Description | Story Description |
| Priority | Labels (mapped) |
| Agent | Story Owner |