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Add message in the messaging conversation when user click the "Submit button" now they have to always press "Send"



Posted Jul 25, 2024

 Messaging Agent Interface feature request::

What we currently have is that agents need to type the message, click on enter, and solve the ticket. It is not possible to add a message by only clicking on the solved ticket button. It happened a few times that tickets were solved without a reply because the agent forgot to press enter first. This is confusing because in email tickets it does work like this, so especially after switching from an email to messaging. 


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3 comments

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Shawna James

Community Product Feedback Specialist

Hey Shree,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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+1 so this can get the attention it needs one day. I feel the same!

I am preparing to get our team ready for messaging and this is a concern for our agents that are used to changing the status and having it send automatically. We do not want our messages to get sent prematurely or not sent at all.

One half solution I have found is changing the text box to “Draft Mode”. Once it is toggled on in the messaging conversation, it will always notify the agent before it sends. Still doesn't solve the issue of sending the message when you “Submit as ___” but a good temporary fix of sorts. 

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This is a big pain point. I often find tickets marked solved with an unsent message in the public reply box.

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