Trevor Whitecotton

Hi Amisha Sharma,

Thank you very much for the update here! I don't think "remembering" your preference across other tickets you open (at the same time) really does what we're looking for here. Currently, the workflow looks like this:

Agent opens ticket
Agent manually selects DRAFT MODE
Agent drafts response
Agent manually turns off DRAFT MODE
Agent sends response to customer
When the agent opens their next ticket, DRAFT MODE is disabled because they disabled it in the last ticket so they could send their response publicly.

This really needs to function like it used to where you can set your default as DRAFT MODE (with an obvious visual indicator) so agents can draft their responses internally before sending them publicly.

Hi Amisha Sharma,

Thank you very much for this update, however, I'm not exactly sure this addresses the concerns expressed here:

1) I'm not seeing that Draft Mode can be set as the default (to where the agent has to manually switch to Public Reply) like Internal Notes could.

2) There isn't an obvious visual indication that you're in Draft Mode.

Hi @..., is there an update on this? This is standard call center behavior. How do we get this prioritized?

Amisha Sharma

Thank you very much for these updates!

In response to your pinned comment from February 1st:

1. Ideally, we'd like this to apply across all channels. We encourage our agents to draft all messages internally before converting them to public reply.

2. To streamline the agent experience, we'd probably apply it across all channels.

+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 here. Hard to believe this isn't a native option. Please address this ASAP, Zendesk!

+1. This is creating a frustrating experience for our customers.