Zendesk query - draft messages
One of our clients has asked whether it’s possible to save messages in Zendesk before they’re sent, and return to them at a later time (so effectively a draft option)
It would be great if this functionality could be introduced
Thank you all so much for taking the time to share your feedback with us in regards to drafting messages before notifying the user. Our team would like to investigate this feature request in the future and find the best way to implement this sort of functionality. Currently, we are focusing on composer stability so we won't be able to prioritize this to our roadmap for at least the next 6 months.
In the meantime, please keep sharing your use cases with us as this will help us to prioritize this functionality in our future roadmap planning. Also, please let us know if you would be open for us to reach out to you directly and dive deeper into your use cases over a Zoom call.
Not sure if that's what you're asking for but we already have a "draft" feature in Zendesk tickets. Try it for yourself, go on a ticket in your account, type something in the comment box and then just close your tab or leave the ticket or even kill your browser.
Come back to that exact ticket you should see your response right there.
It's not viewable by anyone else than you though, other team members can not see this "draft" but it's here
Let me give you my user story.
- As a helpdesk agent, I want to begin collating information for a communication to be sent to a customer to track an issue that we detected first. I don't yet have all the details to hand, someone else is going to finalise the wording that the customer sees before it is sent, and so only the final wording will be seen by the customer ever when the approver 'opens as New'.
Some information I want to put into internal notes, on the ticket, before it is assigned to the approver. But I might also want to begin drafting the actual reply.
+1 for this!
It would be great to make the auto-saved 'drafts' of pre-submitted public replies (that Maxime described) visible to all agents. Perhaps as a configuration switch? We would use it for sure!
The ability to draft responses is crucial when collaborating on a response for a ticket.
When training new agents, being able to check their responses is also an important requirement.
This is something that would be very valuable to us as well. Any chance of a plugin/core feature being developed around this?
This would make a ton of sense. For example...
We have our agents that want to draft a reply and then have it reviewed by a leader before it is sent.
This seems like a very common scenario.
+1 on this. We have the same workflow while training agents. It would be great to be able to have the agent draft a response and then run it by the supervisor.
Internal notes don't work well for this because it makes the ticket difficult to read and it is difficult to copy and paste from an internal note to a public comment including screenshots.
+1. I'm about to bring on a new agent, and I want to be able to review his drafts and collaborate with him before he sends.
I also don't trust the in-browser saving -- will it really be there if I close my browser when I get back? Considering that closing the tab gives me a warning that I'll lose my work, I'm skeptical. I want to have a "Save Draft" option, and see confirmation that this is actually saved in the system.
I'm fairly new to Zendesk, and considering how robust the platform is in so many ways, it's bizarre that there's no good way to save a draft and collaborate with other agents.
Glad to see that there are other folks on the lookout for this as well. Landed here while doing a search to see if the feature exists or not (sadly not).
I'm disappointed that sharing drafts among agents isn't possible yet even 3.5 yrs later. Can you please make that an option?
We would use it every day!
Hey Ryan et al -
Apologies - in my initial message I missed that this was about composing responses in tickets rather than composing articles in Guide (that's where we most often see draft-related requests.)
I've checked the roadmap and drafting responses for tickets does not appear to be planned at this time. However, if this is something that you feel would dramatically improve your workflow, please continue to share your detailed use case, impact, and be sure to vote on the original post.
Is there any update for this?
We would also love to be able to use a draft option! It is a feature we could use every day for new colleagues...
No updates available at the moment, but thanks for your feedback!
+1 for this from us as well! I'd use this everyday + sharing drafts between agents as well.
+1 for this. Being able to create a draft ticket, share it with other agents, adapt or change would really make things easier.
Thanks for the feedback, Juan Manuel.
I've created a simple app that allows to save a draft message per ticket. It sits in the editor bar and has three buttons, O for open draft, S for save draft, and D for delete draft. Please feel free to give it a try and leave your feedback. I would like to make a few iterations of the app as I see how it is used. At this point it is a very minimum functionality as I feel there are several different development paths that the app could take.
Find it here - https://www.zendesk.com/apps/support/save-as-draft/
Please note, it does not work with new tickets, but only after a ticket has a ticket ID.
Looking forward to your feedbacks.
That's good to hear. I just installed it, but can't figure out where it appears.
Hi Jimmy, thanks a lot. I tested it just for one single message yet but worked well.
Mufeed - there are screeshots at the app`s site. You can find it in the bar under the window for messages
Thanks. It just took a while to refresh I guess. I see it now, but with only the O & S buttons only.
What OS and browser version are you using?
Windows 10 + Chrome Version 68.0.3440.106 (Official Build) (64-bit)
Hi Mufeed, I'm not seeing the same issue. Could you kindly send an email to firstname.lastname@example.org and we can investigate further?
Still no movement on this draft setting? We often write out long, complicated emails that need double and triple checking, using multiple staff members and it is simply impossible to do this using the 'leave your web browser/tab open' option. Not practical for a fast paced retail environment and seemingly not practical for a lot of other Zendesk users.
Really, really useful setting, please put some time in to this.
Hi Oliver, Have you tried the Save as Draft app? https://www.zendesk.com/apps/support/save-as-draft/
hi jimmy lin,
thanks for the save as draft option. do you think you will have it for composing new tickets any time soon?
It's a bit tricky to do because of the way Zendesk tickets are designed. May I know what problem you are trying to address?
we work with school districts, and at this time of year, i contact certain admin 2 weeks before their teachers return. id like to be able to set those emails all up and then the day that is 2 weeks before, just click send. i use macros and stuff, but each has to be personalized to an extent, as well as the different contacts put in and cc's, etc. and there are a lot.
Have you tried creating the ticket as a private ticket first, and then making it public once you need to send?
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