Agent Workspace: Keep content from internal note if changing to public reply

Hello Everyone,

We're currently actively working on exploring the best solution for this pain point and have prioritized working on this start of Q2. We're here to collect some more feedback from you so that we make sure to handle all the different use cases -

1. Are there ever situations where you need to compose a messaging or chat response on internal notes? Would you like to carry drafts over from internal notes to messaging or chat composer as well? Or the only use case is to carry drafts to email composer?

2. If we provide a setting to turn on carry over of drafts, would you prefer to select the channels it can carry the drafts over to? Example: You can select to carry over to only email or only messaging or both?

Please note that the setting will be an admin level setting. Thanks for engaging!

Thank you for the update, Amisha Sharma! Same as Luke above, we'd be glad to beta test.

Hallelujah! Thanks for the update Amisha... would love to help beta test if needed. 

-Luke

Hello all,

I'm coming here with an update. We're currently exploring the best solution and have prioritized to start working on this project in Q2 this year. I understand the frustration with engaging on this post for a long time without getting any commitments. But, we appreciate your patience and are excited to bring a solution to you in the next few months. Thanks!

I've added notes on other threads, but our team has shared that this is their biggest frustration with Agent Workspace that they've been testing before we upgrade next week. 

This is the fourth company I've been a Zendesk admin for. At all of these companies, the standard practice has been to start a draft in Internal notes and, when it's ready, switch over to public comment before submitting your response.

+1 We have always encouraged our agents to draft any responses using Internal Notes before sending, although now we have switched to Agent Workspace, this is creating additional steps for us

+1 to this request. 

Having recently updated to Suite and Agent Workspace to be able to utilize other features not available in Legacy, this change significantly impacts our agents' workflow.

I think a button as proposed in #2 (above) could be a valuable option.

"2. How about we introduce a button in internal notes composer that lets you either move content to the public email composer or directly send your content to the end user?"

Would it be possible to (re-)implement this feature as a setting to be toggled on and off, like defaulting to internal vs. public?

+1 to this thread — the old Zendesk functionality (maintaining the drafted message between Internal and Public replies) was much easier to use for all of the reasons mentioned above by other users.

Hopefully this thread is a reminder to Zendesk PMs to conduct a modicum of user research before making clumsy changes to common workflows.

Amisha Sharma

Really hope this is something that can be implemented very soon!!

As others have mentioned, we tend to use Internal Reply to draft out a response and then convert to Public Reply once ready to send.

This is a massive bugbear for us to have lost this functionality after enabling the Agent Workspace.

Unfortunately, we haven't been able to work on this project this quarter due to taking up a higher priority project to improve the overall stability of the ticket UI. We plan to work on this project early next year. Thanks for your patience.