Zendesk Ticket Deletes Response Before Finished with Response
AnsweredWhen responding to a client, if we copy and paste a picture or link into the ticket, click back up towards the top of our text to adjust spelling/add more text/etc., OR are just simply typing, sometimes the whole message erases which destroys everything that we have been working on for our response. Then once it is gone, the screen is frozen and we cannot start to type again. We have to refresh our browser or exit out of the whole tab and open it back up.
It does not seem to be specific to the length of text either, but it is frustrating when you have been working on a ticket for a while and everything is gone which leads to taking up more time on creating it again.
I do not have a video to share of this because it happens at such random times. I would have to record days of work for it to randomly happen again. There have been at least 5 other co-workers who have mentioned they have experienced this as well.
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Hi Elaina,
Thanks for reaching out! I can definitely see how having your text disappear as you type would be a less than stellar experience. For some additional context, is your team currently using the Zendesk Agent Workspace? If so, I would recommend enabling the composer fix. We've found that this fix resolves most issues related to unsupported characters and interference from certain browser extensions that edit content, such as Grammarly.
To enable the composer fix, click the Admin icon in the sidebar, then select Settings > Agents. In the Agent workspace section, check the box for Enable fix for composer, then click Save.
If your team is still running into sporadic issues after enabling this setting, have the impacted agents clear cache and cookies and disable apps and extensions on their browsers to see if they notice any improvement. I hope this helps!
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