Verified AI summary ◀▼
Draft mode allows agents to compose drafts before sending updates. Admins can set draft mode to be on by default for public replies. This setting ensures draft mode is always active, but agents can deactivate it for individual tickets if needed.
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, admins can set draft mode to be on by default for all agents in all tickets.
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 Turn on 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 Turn on default to draft mode.
- Click Save.