Security function for side conversations
I would very much appreciate if there would be some kind of security feature that would make sure that colleagues would be alerted when they would lose unsaved changes. In detail, I am concerned about unsent side conversations. If a side conversation is selected but not sent, but the status of the ticket is changed, it would be useful if the system would issue a warning before closing the ticket.
A similar function exists in Outlook, for example, where the unfinished mail is created as a draft.
In addition, it would be desirable if the system would issue a warning if an entered mail address does not exist. This would help to avoid erroneous mails.
I really hope that such warnings can be introduced in the future to support the users.
Thanks for the suggestion Lelia Wencke, I've written it down. Drafts should be saved, but it could be much better.
As for the email address, do you mean an address that is not already a user in the system?
Hello Toby, thanks for taking my suggestion. For the mail I mean that if I have for example the address Example@examplemail.org and then I accidentally use firstname.lastname@example.org instead of the actual address no warning comes that the second mail address does not exist. It would be nice if there was a message like "Mail could not be delivered, address invalid".
I see, thanks for the details. This is tricky because, technically, email@example.com is a valid email address as far as we know (it's a valid email address that could be valid). We'd only know if it's invalid if a bounce from a server is received. However, we don't receive those bounces due to some underlying technicalities deep in the Zendesk code base that we don't have the ability to change.
One signal, though, would be to only use addresses that autocomplete, rather than typing in new addresses. If you're confident that all the addresses you're sending to should already be in your users database, autocompleting everything should work. But, if you need to add new recipients on the fly, that doesn't work.
One thing I've heard folks talking about is building a more advanced delivery status indicator on emails. That would be done by a different team, and I don't have any sort of confirmation that it will happen, but if it does we'd try to take advantage of that for side conversations as well.
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