Add Favorites and Quick Keys

 Favorites/Quick Keys are shortcuts to initiate commonly created tickets.

User Type & Roles

To perform this action in ALICE, the user must have at least Employee User Type access.

The user must also have the following settings within “Roles” enabled”

  • Access to “Ticket List” tab.

  • Access to “Add”, “View”, and “Edit” Tickets.

Things to Consider

  • Quick Keys/Favorites are created and visible by individual users. It is not possible to share Quick Keys/Favorites across users.

  • Favorites set by a user on ALICE Desktop (web) will also be available to that user on ALICE Staff app (mobile).

  • Favorites set by a user on ALICE Staff app (mobile) will also be available to that user on ALICE Desktop (web).

  • Quick Keys cannot be created on the ALICE Staff app (mobile)

  • Once a Favorite/Quick Key is set, the shortcut works from anywhere within ALICE. A ticket can be initiated from any tab by typing the Quick Key


  1. Select “+Guest Request” or “+Internal Request” to start a ticket.

  2. Select a Service, then select the star icon next to the Service name to Favorite this Service.

  3. A Quick Key letter will be auto-assigned. To change the letter, select the box and type a new letter.

  4. Hover the mouse over Guest Request or Internal Request to access a list of Favorites. Select from the list to initiate a ticket with that Service selected.