Summary: ◀▼
You can set draft mode to be on by default for all agents when composing public replies in tickets, ensuring replies start as drafts. Agents can toggle draft mode off per ticket, but it resets to on for new tickets. Turning off default draft mode lets the system remember each agent's last draft mode choice across tickets. This setting requires admin or custom role permissions.
In the Zendesk Agent Workspace, your agents can compose public replies as drafts first, before they send an update. Instead of requiring each agent to turn on draft mode for themselves, you can set draft mode to be on by default for all agents in all tickets.
You must be an admin or agent in a custom role with permission to manage ticket settings to change this setting.
This article contains the following sections:
Turning on draft mode by default
Turning on draft mode by default means the composer in tickets is automatically in draft mode for public replies. Agents can turn draft mode off before they reply in a ticket, but draft mode will be on again when they open the next ticket.
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings. - Click Comment options for agents to expand it.
- Select Default to draft mode.
- Click Save.
Turning off draft mode by default
When this setting is turned off, Zendesk remembers an agent’s last choice for draft mode as they work across tickets. If an agent turns off draft mode on a ticket, draft mode remains off until the agent turns it on.
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
- Click Comment options for agents to expand it.
- Deselect Default to draft mode.
- Click Save.