New Agent Workspace Internal/Reply Button Action



  • Official comment
    Amisha Sharma
    Zendesk Product Manager

    We're discussing this topic here:

    We'll be closing this thread.

  • Annelies Van der Sanden

    I just did test in our environment and we don't have that issue. Might be a setup?

  • Matt

    Annelies Van der Sanden - So you're saying if you open up the reply back, type something in and then change the type internal/public reply it doesn't wipe out what you typed?

  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    In my experience, each field (public and internal) is independent and keeps its content. So, text will be hidden if you switch from public to internal but it will still be there if you switch back (and vice verca).

  • Annelies Van der Sanden

    @Matt Yes :)

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Matt,
    Currently, if you write a message via Public Reply, then switch to Internal note (vice versa), it will not be carried over into the other channel; only the draft will remain where you initially composed it. 
    It's also been announced by our Zendesk Product Manager here in our Community:
    Zendesk's New Interface (Agent Workspace): Internal Note vs Public Reply
    As outlined there: 

    "2. Drafts don't carry over across channels. This is intended behavior and has been designed to help us easily scale up in long term."

    I hope this answer your question. Thank you!
  • Matt

    It does, and is not a good answer.   You've literally broken everything everyone used with your product and you're turning a blind eye to everyone's feedback that these changes are not good.  Please reconsider.

  • Amisha Sharma
    Zendesk Product Manager

    Hello Matt - Thanks for proving feedback.

    If you type something in internal note composer and channel switch to public reply composer, the draft does not carry over to public reply composer. The same is true the other way around. Each channel treats the drafts separately. In this case, it might seem like you have lost what you typed but if you switch back to the internal note composer, you should see the draft you had typed. 

    The reason for implementing Agent Workspace this way is explained here. However, I do understand how this impacts the workflow of customers who have always composed a response in internal notes and switched to public reply when they're confident about their composed response. 

    To improve the current experience, we plan to implement a way to easily copy content from internal notes to public reply. We're currently exploring a one-click way to do this. We weren't able to work on it this quarter but plan to take this up early next year. We appreciate your patience and thanks again for engaging!


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