Greg Moore

Thank you, Haydn Reid! That's fantastic news - looking forward to it.

We would like to be able to also include more views. This limitation feels very arbitrary and easy to fix. Will the Product + Dev team at Zendesk please prioritize this improvement to be released in the next 30 days? 4+ years since it was first requested and 6 months since the last update that the feature is in Beta seems rather insane by modern SaaS development standards given the popularity of the ask.

Really like what @... has put together for Draft responses - kudos to you, Jimmy!

That said, I think there are two big things that would significantly boost the value of NATIVE Zendesk response drafts:

1. Confidence that your draft is saved - what I like about Jimmy's solution is that you have tactile buttons to make sure you save the draft. Time spent drafting up a response is valuable and most often cannot be left to chance. A simple "Draft Saved" and/or icon indicating a draft has been saved. I'm always prompted with this whenever I go to close a draft:
   I know from experience that my changes won't actually be lost, but this box tells me otherwise. I see changes as anything I've drafted in the post.
   
   
2. Collaboration - A real-time way for agents to compose responses together would be super helpful - perhaps natively or through a platform like Google Docs. There are times when a response needs as many as 3 team members to chime in and provide feedback and craft different parts of the message. We take this into Google Docs today, but it looses it's connection to the ticket unless someone remembers to paste in a link to the Google Doc as an Internal Note on the ticket.

This would be a fabulous feature!