Draft mode in composer is now available on Agent Workspace. Now, instead of composing messages as internal notes then copying them over to public replies, you can write a draft first in the public reply composer, then send it when you’re ready to submit the update.
For more information about draft mode, see these articles:
Why is Zendesk making this change?
We found that many users have been using the internal notes functionality to draft a response without risking it being sent publicly by accident when pressing the Submit button or Enter key. While this workaround serves the purpose, we wanted to make it easier to draft a response with built-in functionality rather than a workaround. Draft mode is our way of providing our customers with an easier and more efficient way to draft messages, without requiring them to copy and paste from an Internal note.
We’d love to hear from you and what you think of this new feature. Please share in the comments below let us know how you’re using this new capability, what’s your impression of it, and how we can further improve this experience! Thank you!