Draft mode in composer - We want your feedback :)

The Draft mode is great as it is too easy to accidentally send a message publicly when meaning to craete an internal note - would be better if admins could make the use of it mandatory for all agents

Hi all,

We have recently launched an updated version of our Drafts app on the Zendesk Marketplace, which addresses several of the use cases shared here. Specifically, the app allows you to save drafts on a ticket which you or other users can later retrieve. In addition, we have included a copy button for easily transferring 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 ~

Having this draft option available in the API would be AWESOME!

Hi Tracy, 
Agents have to activate it themselves individually. See Writing drafts of public replies in tickets for step-by-step instructions. Draft mode remains on until they decide to turn it off.

I don't understand how to turn on Draft Mode for my team, please put in step by step information on how to activate? Using Internal Note as you are drafting your email is safest you never know, but to not have it carry to Public Reply automatically is not efficient. 

Is there a way to turn draft mode ON as a standard for all users in Admin? New customer deploying and wants to add a protection layer before agents accidentally send an incomplete response. 

Is there any update on when this loss of function will be re-enabled, or at least configurable by admins, to retain the text content when toggling from internal comment to public comment?  In my view, this is actually presenting as a bug as opposed to a security feature, for the reasons outlined below:  

Draft mode unfortunately does NOT address the major user experience issues associated with this change, and unfortunately our org has had to revert entirely from Agent Workspace, losing much of the efficiency features that we have, due to the fact that we use 100s/1000s of macros legacy to agent workspace that default the comment type to internal while the agent edits the content and customizes before publicly sending.  

This forces people to manually copy + paste, and also we have no ready way to determine which legacy macros automatically set comment to private.  
 

In addition, the feedback that we are getting is it increases the risk of sending an incomplete message to the requester.  None of this is addressed by having agents manually click DRAFT MODE.
 

To my understanding this change wasn't communicated as part of the agent workspace migration, that admins would have to figure out a way of determining within their 100s and 1000s of macros which ones default to private versus public and make the adjustment.  

We've had to roll back agent workspace entirely because of this, as we have no ready way of determining how many of our macros will need to be edited.  

Please, allow to turn off Agent Workspaces, this is breaking our workflow. Why are you breaking things that worked correctly and why are you forcing this change ? 

Sadly I think the ship has sailed on these discussions - Zendesk weren't interested last year when lots of us reported various issues with the new Agent Workspace, and ultimately we've just had to get on with it and adjust to the new functionality.

If it's any consolation, you do get used to it...

The comment by Andrew Goetz clearly echos my experience. I really miss the ability to decide to shift from internal to customer facing without having to copy/paste the text into the same panel after toggling.