Announcing draft mode in the composer

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  • Paul Calvert

    Would be great if the draft could be viewed by other agents to allow responses to be easily reviewed before being sent.

  • Lisa Kelly
    Zendesk Documentation Team

    Hi Paul
    That is a popular request. Our Product Management team has made a note of it. If you have more comments, you can post them on our Community site

  • Sean Lade

    Oh yes, it would be much easier to collaborate if everyone could see the draft. We currently copy and paste on teams, which is very inefficient.

  • Darren Bell

    We normally tag the relevant people and post the message with "DRAFT FOR APPROVAL" as an Internal comment. The approvers then reply.

  • Jay Coughlan

    I will note that the inefficiency mentioned above is more complicated than that.

    first, this inefficiency didn't exist before Zendesk updated to no longer carry the content between internal and public channels when switching on the same ticket.

    Second, my team and I often use internal notes to draft responses that may need review or where some parts still need investigation, so the above flow is still not solved by this.

    Third, as mentioned above, I would have assumed a "Draft mode" would let me /save/ the draft of the message to be edited later or sent directly as is. This clearly isn't the case, all it does is add a warning message, which is not what a "Draft" is. This warning message is also better handled by the Zendesk Created "Cancel Ticket Submit" add-on.

  • Lisa Kelly
    Zendesk Documentation Team

    Hi Jay, 
    Thanks for the comments! We recommend posting these on our Community site. Just to clarify one point... You don't have to send the draft when you get the warning message. You can Go back and continue editing the draft. Or, you can Go back, work on other tickets, etc. then return to the ticket later to finish your draft. Your draft is stored with the ticket until you decide to send it. 

  • Salim Cheurfi
    Zendesk Customer Care
    Draft mode should be activated by default for all channels that support public replies, except chat and messaging. 
    Chat and messaging channels will get this feature between the 30th of may and the 2nd of June 2023.
    The request to allow agents to see each other drafts have been added as feedback in this thread : Draft mode in composer - We want your feedback
  • Maya Way

    Hi there! When draft mode is being used in chat, will the end users that we are chatting with see the typing bubbles on their end to signal that a response is being worked on by our team members?

  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Maya Way great question! I have tested this on my end and yes, the end users will see the typing bubbles on their end when draft mode is used. 

    Hope this helps! :) 

  • Ross Malyon

    i may be missing the point of draft mode - seems pointless given its current functionality.


  • Nick Vincent-Maloney

    Too bad you guys broke markdown... the new internal note editor is horrible. We use complex macros to auto-populate internal notes with tons of markdown and now all that is broken. Jira does this too and they suck at it. One rule of thumb over all my years of using markdown, DO NOT RENDER IT ON THE FLY. It makes it extremely buggy and hard to edit while working on crafting a message. Bring back the preview function, PLEASE!!!

  • Shawna James
    Community Product Feedback Specialist
    Hey Nick, we understand your frustration and want to make sure you are aware of this dedicated thread for feedback on this matter. It would be helpful if you could share your feedback here so the PM monitoring all customer feedback can be aware. Thank you!

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