How to Write Drafts of Public Replies in Zendesk
How do I write a draft of a public reply in Zendesk?
In Zendesk, you can write drafts of public replies to ensure your message is perfect before sending it to a customer. To start, select a channel from the menu at the top of the composer in a ticket, excluding the Internal note. Click the draft icon to enable draft mode, and you'll see a Draft mode button in the composer. You can toggle this button to turn draft mode on or off, and Zendesk will remember your last choice across tickets.
Once draft mode is on, type your reply in the composer. When you're ready to make the reply public, click Submit. A draft warning message will appear, asking if you want to send the draft to the public channel. You can either go back to editing the draft or click Send to make the reply public. For more details, check out theoriginal link.
More related questions
Can other agents see my drafts in Zendesk?
No, other agents cannot see your drafts in Zendesk before they become public replies. Drafts are private until you decide to make them public, meaning the ticket isn't updated with your draft content until you submit it. If you need feedback from…
What happens to my draft if I close the ticket in Zendesk?
If you close a ticket in Zendesk while in draft mode, your draft message will still be there when you reopen the ticket. This feature ensures that your work is not lost, allowing you to continue editing your draft at a later time. This…
How can I toggle draft mode using keyboard shortcuts in Zendesk?
You can easily toggle draft mode on and off in Zendesk using keyboard shortcuts, making it more convenient to manage your drafts. For Mac users, the shortcut is Command+Option+t or Control+Option+t. For Windows users, the shortcut is Ctrl+Alt+t….
Does Zendesk automatically enable draft mode for agents?
No, Zendesk does not automatically enable draft mode for agents. However, once an agent selects Draft mode, it persists across tickets, meaning it stays on until the agent chooses to turn it off. This feature allows agents to maintain their…
Can I use draft mode in chat and messaging tickets in Zendesk?
Yes, you can use draft mode in chat and messaging tickets in Zendesk. When draft mode is enabled, pressing the Enter key will not send the message or display the draft warning message, allowing you to compose your message without accidentally…
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