Draft mode in composer - We want your feedback :)
ÉpingléeDraft mode in composer is now available on Agent Workspace. Now, instead of composing messages as internal notes then copying them over to public replies, you can write a draft first in the public reply composer, then send it when you’re ready to submit the update.
For more information about draft mode, see these articles:
Why is Zendesk making this change?
We found that many users have been using the internal notes functionality to draft a response without risking it being sent publicly by accident when pressing the Submit button or Enter key. While this workaround serves the purpose, we wanted to make it easier to draft a response with built-in functionality rather than a workaround. Draft mode is our way of providing our customers with an easier and more efficient way to draft messages, without requiring them to copy and paste from an Internal note.
We’d love to hear from you and what you think of this new feature. Please share in the comments below let us know how you’re using this new capability, what’s your impression of it, and how we can further improve this experience! Thank you!
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Hi! I don't seem to have this option in my instance. is it feature gated? Screenshot:https://app.screencast.com/0ZuxlD4MCmxyy
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HeyPriyanka Vallabh- This feature is currently rolling out. It will be available on your account sometime between today and end of this week :)
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hey Team,
On behalf ofPaul Calvertand myself, we'd like to submit the following feature request for draft composer:
- -Allow any agent, not just the ticket assignee to be able to view draft responses on tickets. This can allow agents to help each other compose messages together and be reviewed prior to sending it out to the customer.
TIA :)
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We'd appreciate the ability to have draft mode as well within internal notes.
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I sometimes find that I have part of a message written that I don't plan to finish/send until later, but there are fields that I still need to update. This would prevent me from accidentally submitting a half-written message when updating those fields, but would it be possible to add an option for updates except for the message itself to be submitted?
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This change clearlymisconstrues the original issue raised by your customers.
Your post states:
an easier and more efficient way to draft messages, without requiring them to copy and paste from an Internal note.
An easier and efficient way to draft messages is to reintroduce the original functionality: let users simply toggle the Public & Private mode没有清除输入字段所以我们不需要复制和粘贴。Remember: Zendesk introduced this "requirement" themselves — in 2022 this suddenly became an unnecessary "requirement"!
Allowing admins to select the default state for their agents is helpful — but the "Draft" mode does not maintain state across tickets, so an agent must enable it for every new ticket. This introduces needless mode switching for every ticket, another Zendesk "requirement".
再次ts understand that Private mode is avisually distinctfunction — the entire input field turns yellow! Toggling a tiny "Draft" icon does not clearly convey purpose, and becomes a confusing blocker if you accidentally leave "Draft mode" enabled when you click Submit. TheInternal noteandDraft modeuse the same icon, too — if they're meant to be distinct functions, they should have different iconography:
If you genuinely want to improve the experience, I suggestrevisiting the original feedback post.
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We often use internal notes to draft responses that requires a review before submitting. This step is important for collaboration and coaching. If draft mode enabled other agents to view and collaborate then it would be very valuable. Without that collaboration, it has limited value in our workflow. Thanks for considering our feedback.
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HelloKaleb Micklatcher- Thanks for your feedback. I've documented your feedback and we'll internally explore solutions for this. :)
HelloDL- Thanks for your feedback. Switching channel takes 2 clicks in Agent Workspace vs using draft mode to compose responses should take only 1 extra click. If you turn on draft mode once on a ticket, we remember your preference across all the next tickets you open. You won't need to turn draft mode off before sending your response - you can click on submit and then "send" and draft mode will stay on. Appreciate your feedback around having the icon similar to internal note's and needing a better visual indicator for draft mode. We'll explore further. Thanks!
HelloTahlia Sutton- Thanks for your feedback. We'll definitely explore further, thanks!
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Hi, will there be an API endpoint for this under Ticket Comments?
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I have had good experiences with the draft mode.
But I would like a built-in zendesk spell checker because the browser one doesn't always work. And unfortunately errors occur on the part of the agents.
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