Agent Workspace - Unsaved Error
We recently transitioned to the Agent Workspace and agents are reporting that once they update a ticket and save the status, the pop-up appears that there are unsaved changes to the ticket. Is anyone else experiencing this issue in the Agent Workspace and if so, what is the workaround?
I'm going to create a ticket for you so our Customer Care team can look into this error with you.
You'll receive an email shortly stating your ticket has been created.
Thanks for bringing this to our attention!
Hi Gail! The most common cause for that message in Agent Workspace is draft comments. If agents start writing a message in one comment mode, switch to another comment mode, and then submit the update, Zendesk will preserve a "draft" of the first comment. That draft will alert as an unsaved change until it's submitted or deleted.
You can quickly check if that's the case by clicking the channel button on a new comment. If any of them have a blue dot, it means they have a draft:
This behavior depends on the agent's workflow. For example, if they often prepare comments in private notes before copying them to public comments, they'll likely see this message a lot.
This isn't the only thing that can cause a sticky "unsaved changes" message. The message could come from things like an app that prepares a field change to be submitted with an update, or a field change that succeeded on the backend but isn't recognized by the browser session, or other technical issues in the UI. Those other causes are less common, and they're often specific to the account and workflow.
If you're on Agent Workspace, and you see this message, check for comment drafts first. If that doesn't explain it, I recommend reaching out to our support team. We can take a closer look and check for the edge cases.
I hope this help!
All of a sudden yesterday (Jan 24th), my agents are experiencing this also. Clicking on the public reply showed that the dot is similar to the graphic above. However, the only change was made was to a field, and then "submit as open" was pressed. When submitting the ticket should save the changes and be done. Also, there was nothing added to the public reply so there's no reason for it to show changes.
Other agents on my team are experiencing the same issue.
Is there possibly a bug in the new Agent Workflow design?
Hi Justin! That does seem odd. There aren't any known issues with Agent Workspace and this behavior (as of this comment, at least). Up front, there are a couple troubleshooting steps you can use to narrow this down.
First, the screenshot shows Grammarly is in use. That means there's at least one browser extension running that can interact with ticket fields. Try opening Zendesk in an incognito browser session with all extensions disabled. Does the issue still occur? If not, then the most likely cause is an extension engaging the comment box in a way that looks like an update. If it does still occur, the issue is likely within Zendesk.
Next, if you have Zendesk apps running, you can use ?noapps at the end of the URL to temporarily suppress apps in the browser. (We have more tips like this in our article on Troubleshooting issues with apps.) Does the issue still occur with apps suppressed? If not, then an app is the likely cause. If it still occurs, then something else is going on.
You may need to reach out to our support team to investigate in more detail. However, these two tests should narrow down the cause, so you and the support agent can focus your efforts right from the start.
I hope this helps!
Hi Amy Dee - I reached out to Support last night who led me to this thread. Other than he wasn't terribly helpful (please see my thread about your support recently here: https://support.zendesk.com/hc/en-us/community/posts/4418019922842-Zendesk-Support-has-gone-downhill)
This issue only started yesterday for us. I've done the incognito window thing, no change. We haven't added any apps in a while - so why all of a sudden this is happening doesn't make sense. I tested the ?noapps - same result.
What I would like is if someone from ZD support could actually call me and we can do a walk-through to show you what's happening.
Here's a quick epilogue for this thread, in case anyone comes across it later. We followed up through the support ticket and found the cause. A recent change on our side could lead to persistent blue dots on comments in Safari. The change has been rolled back, and comments are back to normal. It was an odd situation to be sure.
The steps listed above in the thread - checking for drafts, ruling out extensions, and ruling out apps - are all still useful. They won't solve every issue, but they will help ensure that we start our investigation in the right place.
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