So sorry for the year old necro, but I have been looking around for the answer to the OPs followup question and I can't find the answer anywhere. From what I am seeing, the location that was given as the answer is actually just for the modal display, not to actually edit or create/delete shortcuts. I am assuming it would be in some JS file somewhere, but I have looked everywhere. I mainly want to fix the "Home" shortcut that just does the same thing as "New Ticket" and have home take me to the open tickets.

Sorry, U are right.
The html is only for display.
Change functionallity here: osticketawesome/osta/js/mousetrap.js

Thanks a million! Sorry again for the necro, but you saved my sanity and I will forever be in your debt! 🙂