While Typing Text Disappears

11 Comments

  • David Louw

    One of my team has just said that all the notes they were making in a ticket while on a call with a client has just vanished as she went back to type additional information.

    We are really battling!

    I need this to be made into a ticket and escalated.  If you need to gain access to our system let me know.

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  • Dan Cooper
    Community Moderator

    Hi David, 

    I’ve found the fastest way to get a ticket in is via chat support which should show as a tab on the right side of your admin panel. 

    Something that might be worth checking into is if you have any apps installed that might be making changes to the comment field.  Typically, Zendesk stores drafts of what is entered in local storage in your browser so you would retain your comment during your session.  If your team is running a new app, or is commonly logging in or out, or clearing cache, this might be why that information is being lost.  

    Chat support would hopefully be able to pull out some more specifics, but those are things that might be helpful outside of having Zendesk dig in directly. 

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  • David Louw

    Hi there Dan,

    Thank you for the message.  I see what you mean, in our Zendesk.  I will try it now.

    Nothing new has been added from the store except a Zoom App, which has been running for the last 3 weeks and only in the last 3 days this has been happening.
    Once we log into our Zendesk account we are in until we need to restart a computer otherwise we never log out and clearing cache is seldom done as well unless there are issues.
    The team and I just work and while typing it just happens.  We only use Chrome to keep things in a standard and easier to support.

    Kindly send through the link and I will try there as well.

    Thanks again.

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  • Dan Cooper
    Community Moderator

    This article has some details from Zendesk on how to access it: https://support.zendesk.com/hc/en-us/articles/360046422453-Introducing-a-better-way-to-get-help-from-Zendesk

    It doesn’t sound like you are doing any of the things I’d suspect could be causing the behavior from my experience.  Hopefully this helps get you sorted out.  Best of luck! 

     

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  • David Louw

    I had a good chat with an agent via Zendesk Chat.  He informed me that it is a known issue and it is being worked on.
    We'll see in time how it goes.

    Thanks for the suggestion.

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  • Chris Hardy

    Glad to hear this is being worked on.  This happens to me about once a week and is infuriating. 

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  • Hege Farsund Solheim

    Our agents also experience this, so I would be glad to see this resolved soon. 

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  • Kevin Gil

    I am also experiencing this myself. I hope this is something that will be fixed soon.

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  • Brett Bowser
    Zendesk Community Team

    Hey Kevin,

    Do you happen to be using Grammarly as a browser extension? If so, if you disable the extension do you still experience this issue?

    Let me know!

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  • Chris Hardy

    I second Brett's comment. I did this and I haven't had it sinse. Knock on wood.

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  • Kevin Gil

    That sounds like it could be it! I disabled it from my Chrome extensions and will reach out if the issue persists. Thanks!

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