Luke Desmond

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

-Luke

Dear Amisha, 

Any updates on this improvement experience stretch?? Are we still 1X month out from a fix for this issue.

We were just forced to make switch to the new Agent workspace and this has been a major pain point for my team. 

Like other businesses mentioned above... our business valued the ability to compose a message in draft and then revert to "Public Response" . 

We would accept a feature like you suggested in your April 6th post.

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?

-Luke

In previous version of ZD any text that was typed into the message response field would not change when an agent toggled back and forth between "Public Reply" and "Internal note". 

Agents would have "internal note" mode on to draft notes and then toggle to "public comment" to send note. 

In new space they are completely different spaces. As an agent it turns into a copy/paste game or more. 

Public Reply Example

Internal Note 

Additionally after the "Ticket Not Saved" message pops up ... and you go back to the ticket ... and resubmit it goes through. 

We are experiencing this issue too now. It's become a global issue anytime we attempt to close a ticket that has an "inline link attachment" in the body of the message. We have reviewed the "events" logs and doesn't seem to be any conflicting triggers or automations happening in the background. Please help.