Shortcut

Create and link Shortcut stories right from the conversation

Install

About this App

Connect your Shortcut workspace to SparrowDesk and agents can create a Shortcut story from a conversation, link existing stories to it, and see each story’s state and owners in the conversation sidebar, all without leaving the Inbox.

With Shortcut connected, your team can:

  • Create a Shortcut story from a conversation, with a team, workflow, state, title, description, type, owners and attachments
  • Link one or more existing stories to a conversation, searching by story number or title
  • See each linked story’s name, workflow state and owners in the Shortcut section
  • Open any linked story in Shortcut, or unlink it from the conversation

Good to know:

  • Shortcut connects with an API token. Everything SparrowDesk does in Shortcut runs as the person who created the token, so their Shortcut permissions decide what agents can read and create. Create it from a shared or bot account so the connection doesn’t break when someone leaves.
  • Nothing is sent automatically. Only the title, description and files an agent adds when creating a story go to Shortcut.
  • One workspace per account. If you run more than one brand, stories created from any brand’s conversations go to the same workspace.
  • Unlinking removes the link only. The story in Shortcut isn’t changed or deleted.
  • Deleted or archived stories drop out. A story deleted or archived in Shortcut, or that the token owner can no longer read, no longer shows in the list. The other linked stories still show.
  • Disconnecting removes every link. The API token and every link between conversations and Shortcut stories are removed for your account. Nothing in Shortcut is deleted.
  • Zoona and AI Copilot don’t use Shortcut. Zoona doesn’t create or link stories, and AI Copilot doesn’t read Shortcut data.

How to enable this integration?

You’ll need the App Store privilege in SparrowDesk (Admins have it by default) and a Shortcut API token that can read and create stories. Shortcut follows Apps & Integrations availability, with no separate plan requirement.

  1. In Shortcut, go to Settings → Your Account → API Tokens and create a token with Custom permissions set to Read and Create Stories
  2. In SparrowDesk, go to Settings → Apps & Integrations → Native
  3. Under Project Management, find Shortcut and click Connect
  4. Paste your API token and click Connect

SparrowDesk checks the token with Shortcut before saving it. Once connected, the Shortcut section appears in the conversation sidebar for everyone with the App Store privilege.

Key features and benefits

Create stories without leaving the conversation. Choose a team, workflow and state, add a title and description, pick Feature, Bug or Chore, and assign owners. The story is created in Shortcut and linked to the conversation automatically.

Link stories that already exist. When a customer reports something your engineering team is already tracking, search by story number, such as #4521, or by title, and link one or more stories at once.

Story state in the conversation. Each linked story shows its name, workflow state and owners. Details are read from Shortcut each time you open the conversation, so state and owner changes show up without any sync.

Attachments that go with the story. Add up to 10 files, 100 MB each, when you create a story.

Rotate tokens without losing links. Update the API token from the Setup tab when someone leaves or you want to rotate it. Stories already linked to conversations stay linked.

Get started

Follow the step-by-step guide to connect your Shortcut workspace.

Open Shortcut setup guide