Agent Workspace: Keep content from internal note if changing to public reply

Amisha Sharma I'm piggy backing off of @alek reed's previous comment:

We typically write our emails in the internal notes field, to ensure emails don’t get sent uncompleted and then we move it to public reply. In the old version, the entire email, including attachments would “roll over” and we could just send. Now, we have to copy and paste it in the public reply area.

In my scenario we have "Internal notes" as our default setting. In past, I would close out a ticket using a preset macro, then switch to public reply and everything copied over. Now I have to copy and paste it in the public reply area. Why did you change this feature and is there a way to rollback this functionality? 

Hey Amisha Sharma! Any updates about this feature? We just moved to Agent Workspace and I have so many agents frustrated with this. 

Thanks for explaining, Trevor Whitecotton. I have a workaround and would love to ask if that works better?

• Agent opens ticket
• Agent manually selects DRAFT MODE "on"
• Agent drafts response
• Agent hits submit ticket and then clicks on "send" on the warning pop-up
• Agent sends response to customer
• Now, when the agent opens their next ticket, DRAFT MODE should stay "on" as the agent did not turn it off on the previous ticket.

If we count the number of clicks, that should reduce with this workaround as now the agent does not need to turn draft mode "on" on every single ticket. Please let me know what you think. Thanks!

Hi Amisha Sharma,

Thank you very much for the update here! I don't think "remembering" your preference across other tickets you open (at the same time) really does what we're looking for here. Currently, the workflow looks like this:

Agent opens ticket
Agent manually selects DRAFT MODE
Agent drafts response
Agent manually turns off DRAFT MODE
Agent sends response to customer
When the agent opens their next ticket, DRAFT MODE is disabled because they disabled it in the last ticket so they could send their response publicly.

This really needs to function like it used to where you can set your default as DRAFT MODE (with an obvious visual indicator) so agents can draft their responses internally before sending them publicly.

Thanks for all your feedback. We're currently in the feedback gathering phase for draft mode so that we can continue to make improvements:

Hello Trevor Whitecotton - If you turn draft mode "on" once, we remember your preference across the other tickets you open. Is there another way you'd like to make this the default? On your second point, we're definitely exploring ways we can improve the visual indication. Thanks!

Hello Cade Rea - The current behavior is that the text does not carry over across channels. However, it shouldn't be lost. If you switch back to the channel where you composed the text, the text should be there. Please let me know if you're losing the text. Thanks!

Hello Gordon Berthoud - Thanks for the feedback. We'll explore if we can solve this pain point.

Hello Nic AMES Australasia - The text should not be deleted. It should stay in the composer and not carry over. Please let me know if that's not the case. Thanks!

Hello John James - Thanks for your feedback. Have you explored draft mode? Is that something which can help your agents? Thanks!

We have some customers who like the way composer behaves today as they like to compose text in internal notes while talking to their customer on public reply. So, these customers do not want text to carry over. However, since there are both needs, we'll continue to explore further.

I concur with this however it is a plan restriction deformity and not an element demand. This was an essential work process usefulness of exemplary work area and presently it's really wasteful. Not exclusively to specialists need to duplicate/glue stuff across yet they can likewise stall private note drafts out in there and see save blunders. Much obliged.

Huge bump to this. 

There is no reason for deleting the comment text when switching between internal and public replies. 

If I take a call and want to email the customer I shouldn't be punished with my content being deleted because I didn't first swap or forgot to copy paste. 

It's unintuitive and seems like an oversight in the new format. 

PLEASE CHANGE THIS!!! 

I see what you are trying to accomplish and I like it, but the only problem is that sometimes I write something in the Public Reply only to remember I need to send it as an Internal Note. Previously, I could switch to Internal Note and my message would remain in the text box that is now yellow. But with the update, it does not and I have to copy and paste it if I want to accomplish this. Not a big issue but annoying and time-consuming.

Chiming in just to say its annoying that if I forget to change to the correct mode at the beginning, then all my text is lost once I switch modes.

Hi Amisha Sharma,

Thank you very much for this update, however, I'm not exactly sure this addresses the concerns expressed here:

1) I'm not seeing that Draft Mode can be set as the default (to where the agent has to manually switch to Public Reply) like Internal Notes could.

2) There isn't an obvious visual indication that you're in Draft Mode.