Agent Workspace - Unsaved Error

3 Commentaires

  • Brett Bowser
    Zendesk Community Team

    Hey Pam,

    I'm going to create a ticket for you so our Customer Care team can look into this error with you.

    You'll receive an email shortly stating your ticket has been created.

    Thanks for bringing this to our attention!

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  • Gail Hovanec

    This issue started to happen for us as well since the beginning of this year.  It has happened randomly over the past few months and it is irritating, but eventually it stops after a day or so.  I assume that ZenDesk has pushed some sort of updates when this problem begins - or that your servers are having problems with acknowledging updates done due to bandwidth, database overload or some other similar issue. Clicking to close the ticket doesn't cause a problem - the changes have already been saved - it is just an irritation that it would be nice of you to fix.

    The issue is happening today for at least every couple of tickets updated.  Again, as usual, completely random and clicking to close the tab does not cause any issues.  Updates are already applied.

    I do not need a ticket opened, I don't have time to waste helping you to track down an intermittent issue that I am pretty sure has nothing to do with our instance and which you likely have an idea what causes it already.  Just making sure you know that it is not isolated to one user.  Maybe others will speak up as well.

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  • Amy Dee
    Zendesk Team Member

    Hi Gail! The most common cause for that message in Agent Workspace is draft comments. If agents start writing a message in one comment mode, switch to another comment mode, and then submit the update, Zendesk will preserve a "draft" of the first comment. That draft will alert as an unsaved change until it's submitted or deleted.

    You can quickly check if that's the case by clicking the channel button on a new comment. If any of them have a blue dot, it means they have a draft:

     

    This behavior depends on the agent's workflow. For example, if they often prepare comments in private notes before copying them to public comments, they'll likely see this message a lot.

    This isn't the only thing that can cause a sticky "unsaved changes" message. The message could come from things like an app that prepares a field change to be submitted with an update, or a field change that succeeded on the backend but isn't recognized by the browser session, or other technical issues in the UI. Those other causes are less common, and they're often specific to the account and workflow. 

    If you're on Agent Workspace, and you see this message, check for comment drafts first. If that doesn't explain it, I recommend reaching out to our support team. We can take a closer look and check for the edge cases.

    I hope this help!

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