|Phased rollout - Announced on May 16, 2023||Rollout starts||Rollout ends|
|Phase 1: All channels that support public replies, except chat and messaging||May 16, 2023||May 19, 2023|
|Phase 2: Chat and messaging channels||May 30, 2023||June 2, 2023|
Draft mode in the ticket composer is now available on the Agent Workspace. Instead of composing messages as internal notes then copying them over to public replies, you can write a draft first, then send it when you’re ready to submit the update.
This article includes these sections:
What is changing?
With this release, you’ll be able to compose a message in draft mode. When draft mode is enabled, you can securely compose a message without worrying about sending the message publicly by mistake.
Draft mode is available only when you’re composing a public reply, not when you’re adding internal notes. For information on how draft mode works in the ticket composer, see the article: Writing drafts of public replies in tickets.
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, it creates inefficiencies in agent workflows as they’re forced to compose in internal notes, copy the text, switch channels and then paste in the public composer, wasting precious seconds on every single ticket.
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.
What do I need to do?
Draft mode is available by default for all accounts that have Agent Workspace activated.