Drafting a message before sending it out is a critical step in the support workflow. Zendesk users have long requested better drafting features, and while Zendesk has provided a couple of comment drafting features, there are still many use cases that are not yet addressed. We have updated our Save as Draft app to specifically meet the needs of these many users. Specifically, the Drafts app provides the ability to draft responses, save them for later, share with other users, and make changes before sending out.
Some of the most common feedback we have seen include the following requests, which we have been able to provide in our updated Drafts App.
1. Allow a user to create a draft and save it for later.
2. Other agents able to see the drafts on a ticket.
3. Provide a quick method to copy internal notes to public comments.
4. Easily view which tickets have drafts on them.
To learn more, please see the Help Centre article here.
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