Shannon Burgio

Hi Jake, 

I actually just noticed a new command that is available, "ctrl z"  to get your original text back at any time. That is a start, but guaranteed I am going to forget that command when I need to use it. 

I would think in the composer, but maybe as an additional "draft" composer or have an app available in the right hand app menu.  Have the original comment the agent entered displayed, then below that original comment, have the enhancement options displayed. This way the agent could toggle between the comment options that are presented or copy and paste certain parts of the suggested enhanced comment into the ticket as their reply.  

When utilizing this functionality, it would be great to see the original text written and the various "enhanced" versions to compare them before sending the reply to a customer. This would allow the agent to pick portions of one or two enhanced comments if they so desired. Currently, the agent is not able to compare the enhanced comments or even go back to see the previous suggested comment.