Adam Glover

Our team just migrated to Agent Workspace and this change to Drafts and the separate text for Internal/Public notes is the biggest point of frustration. In our team, at least, internal notes served both as a drafting field, but as part of our review process to allow other agents to review a reply before the assignee sends it publicly. With Internal and Public notes no longer sharing the text (i.e. no one-click toggle between public and internal for the reply that you have spent 10-15 minutes working on) field, this breaks that core process of our client relations and customer service. It has turned a one-click process into a 5-click process.

Additionally, this draft feature is redundant for those who already use the Cancel Ticket Submit app, which provides a better system since it allows you to review your response anyways. I would personally prefer to have seen Cancel Ticket Submit integrated as a native feature, which could be set on a system level, than resources spent on developing this drafts button.

I don't yet see the value in separate text boxes for Internal/Public notes since you can only submit one or the other (and when you submit, the other is erased), so as a smart resolution to a lot of the backlash I've been seeing to this Drafts feature it would be helpful to go back to a shared text field between Public and Internal notes. This would let Zendesk customers choose which method works best for them.

Hi Dane,

Do you know if there are any pending feature requests to build in a default sort order setting for Support's search results? As an admin it would be extremely useful to be able to set a default sort column by Updated Descending, for example, and it would reduce the negative friction points when our agents search tickets since it's one less thing to click. Otherwise, having the search results show "recently viewed" tickets at the top of the results would also increase efficiency for agents.