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Option to Disable Default Return Key to Send Chat Message



Posted Jan 22, 2021

It would be great if there were a setting somewhere that would allow team members to choose if they want the return key to send a chat message.  Currently, to enter a new paragraph, you have to select shift + return.  We keep accidentally sending messages prematurely, so this preference would be a great option to have!


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Yes, I agree with this. Agents are sending messages prematurely because they go from answering email tickets to social tickets - it can be hard to remember. Please just give us the option of disabling this. 

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Is there a reply/fix for this?
Our customers are very frustrated by this.

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Agreed, this should be something that can be disabled if required. It's not intuitive to select shift + return for a new sentence (especially as it's not the same format in email). So far this is the only software I've used that allows the rtn key to easily send replies.

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Amisha Sharma

Zendesk Product Manager

Hello everyone,

 

Thanks for this very valid feedback. We do have a workaround available for this pain point. I'd like you all to review draft mode in the composer: https://support.zendesk.com/hc/en-us/community/posts/5706421005978-Draft-mode-in-composer-We-want-your-feedback?per_page=30&page=3

 

If you enable draft mode on a chat/messaging ticket, pressing “enter” will not send the message, you have to explicitly click on “send” button to send the message. Also, if you enable draft mode on one ticket, we remember your preference for the subsequent tickets you open. Hope this helps. Please let me know. Thanks!

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