Change Enter key from being Send button.

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30 Kommentare

  • Offizieller Kommentar
    Amisha Sharma
    Zendesk Product Manager

    Hello everyone,

    We heard you! We recently released Draft Mode in Agent Workspace. Please see here: https://support.zendesk.com/hc/en-us/community/posts/5706421005978-Draft-mode-in-composer-We-want-your-feedback-

    If you have draft mode turned on, pressing "enter" will not send your message. You will need to click "send" to send. Please let us know your feedback. Thanks!

  • Will Yolen

    Hi All,

    Has there been any update to this functionality? We also have many agents that would like to turn off the automatic send when Enter is clicked. Please let us know

    10
  • Антоніна

    Hi all,

    is there is any changes with this functional?
    We also have this problem with prematurely sending messages because of Enter button.

     
    5
  • Sebastian Gerhard

    I am also looking for an update we typically have it reversed in our company where Enter is to add a line break and ctrl+Enter is to send a message. this keeps us from sending incomplete messages

    5
  • Michael

    +1 for making this a setting.  Thank you.

    5
  • Mike Goss

    Still quiet from Zendesk after 4 years on this... 
    Installing chat today, after moving from Intercom and everyone is asking for this in my team.

    4
  • Bryce Wilson

    @...

    I agree with everyone here. Agents are sending messages prematurely because they go from answering email tickets to social tickets - it can be hard to remember not to click ENTER when just coming from an email ticket where that behaviour was fine. Would you please be able to include this on the product roadmap? I understand that you're trying to make these tickets a 'chat' environment but it's rather unhelpful for social messaging tickets...especially when you've gone to such lengths to make all tickets look identical.  It just needs to be a setting that we can flick on/off as needed. 


    4
  • DL Zendesk Administrator

    The enter key in the chat is sent directly. Can you change the settings? Our agent handles email and chats at the same time. The two modes of operation cannot be changed. We want to wrap, always make it send.

    4
  • Chaimiao Wu

    +1 for making this a setting.

    4
  • Allie Hurley

    +1 for making this a setting. We are experiencing the same issue with messages being sent prematurely. Thanks!

    3
  • Alex

    +1 to this improvement!! Our agents constantly toggle between Messaging and Email, and find it very annoying to accidentally send messages when just trying to create a paragraph break.

    3
  • Alexa Denner

    Thank you, Yunen! Is there anyway to add a send button and turn off the ENTER being used as a send shortcut? I appreciate it! - Alexa

    2
  • Alexa Denner

    Hi Yunen,

     

    We found our agents were hitting send prematurely when they wanted to be hitting enter to go to a new line. Especially in regards to a list, which we use often. I understand why it isn't there, we were just hoping for the option. So it's an unavailable option to turn on?

    2
  • Angela Kim

    +1 to this improvement as well! This would be a huge improvement to both the end user and agent experience. 

    2
  • Ben Rometsch

    This current design is absolutely insane. The fact that there's no option to make the text area experience the same across web and chat is even worse. 

    2
  • Mina ALAMI Admin

    Hi Ramin,

    can when the agent clicks submit the message is sent? because the agent had been confused with the ticket from the email channel, so the agent had clicked submit and didn't know that the message that had been written had not been sent.

    2
  • Nina Berti

    Hey there, any update on when this will finally be available?

    2
  • Cameron Milne

    Agreed, this is a most annoying feature that Slack (and most platforms) have. When will this be implemented? It must be such an easy fix.

    2
  • Andy F.

    +1 to all the above comments. This is now six years since the original request was filed, and all we want is the ability to change this to operate as per other tickets. In the old Facebook Private Messages, Enter did not send the message, so we all know that the functionality is there. Just give us the setting option, please.

    2
  • Nicholas Bowker

    Yes, this needs to change immediately. It has been way too long and is not a complex ask. +1 to implement.

    2
  • Bunny Lin

    +1 to implement.

    2
  • Rosana Jimenez

    +1 Following this thread

     

    1
  • Emily Pummell

    +1 to implement.

    1
  • Kylie Ryan

    +1 to implement. 

    1
  • Yunen Yeo

    Hi Alexa,

    Thanks for your feedback. You can use SHIFT + RETURN to go to the next line in the text area. Does that help?

    0
  • Jessie Adams

    +1 to implement please

    0
  • Yunen Yeo

    Hi Alexa,

    Can you clarify why you would want a send button instead of using Enter to send the message? Our goal when designing the chat panel is to make it as efficient as possible for an agent typing, hence the idea is to allow agents to keep their hands on the keyboard and send messages rather than having to move from the keyboard to the mouse to send a message. This pattern is widely seen in many chat platforms.

    -1
  • Yunen Yeo

    Hi Alexa,

    Unfortunately, we don't have an option right now for this. 

    -3
  • Ramin Shokrizadeh
    Zendesk Product Manager

    @... There are no planned changes for this in the Chat dashboard and the composer in agent workspace (while handling a chat) follows the same mechanism.

    There are no immediate plans to change this behaviour in agent workspace as well, but I would recommend following that article to get updates via the comments from the agent workspace team if anything does change in the future. 

    -3
  • Ramin Shokrizadeh
    Zendesk Product Manager

    @... Thanks for the feedback, I have shared it with the agent workspace composer and social messaging team and emphasised the preference of it being a setting within agent workspace.

    It will not immediately change the 9 month roadmap, but if anything changes they will be in touch with you in the future. 

    -7

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