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Agent Workspace: Keep content from internal note if changing to public reply
Posted Mar 23, 2022
Post Title:
Keep content from internal note if changing to public reply in agent workspace.
Feature Request Summary:
Keep any text that has been typed in an internal note in the response box if the reply is changed to a public reply, rather than having to copy and paste it.
Description/Use Cases:
We have our agents use internal notes for the drafting of replies. This worked fine prior to the migration to agent workspace, but now when drafting an email in an internal note, the content is lost when you switch to a public reply.
Business impact of limitation or missing feature:
Drafting replies in internal notes has been encouraged as standard process to prevent internal notes from accidentally being sent as public replies. It used to be a simple click to change from internal to public, but now it is necessary to copy and paste. This opens up room for errors if the copy and paste is incomplete, and is an extra step that wasn't necessary before.
Please allow for the entered content to transfer between different types of replies.
77
61 comments
James Peterson - Eastern Logic
Hi All,
I’m an independent Zendesk app developer, and after seeing all this feedback about being able to easily maintain content between internal notes and public replies, I decided to build out this feature into a Zendesk app. We have recently launched an updated version of our Drafts app on the Zendesk Marketplace, which includes a button to copy internal notes to public replies.
This app is free to use, so feel free to install it here and see if it can help. We'd appreciate any feedback that you have as well!
Thank you ~
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