Implemented Suggested 1/27/2019 by Andreas
9
votesOption to save the reply/message (as a draft) for later editing and sending.
For
an example if technician has written the reply (message) and cannot send the
reply for any reason and has to wait before sending the reply then it would be
very useful to have an option to save the written reply/message (as a draft).
After saving the reply as a draft the technician can go and work with other
tickets without losing the already written reply. And when the technician is
ready to send the earlier saved reply (draft) then the technician can just return
to the ticket where the saved reply draft is waiting and if needed then edit
the reply draft and then send the reply to client/customer.
I know that the helpdesk has a autosave functionality for the reply but the autosave is not bulletproof option to save reply as a draft for later editing and sending.
I know that the helpdesk has a autosave functionality for the reply but the autosave is not bulletproof option to save reply as a draft for later editing and sending.
Alex
1/27/2019 8:38 AM
Tech
Actually, if you close the windows with an unsent reply, the draft is saved there automatically, and will be pre-filled next time you open that ticket.
An
Andreas
1/27/2019 10:37 AM
Dear Alex, thank You for Your prompt comments.
Unfortunately the automatically saved draft disappears after some time.
For an example, I can see the automatically saved draft after it is saved. Then I sign out from the helpdesk. After some while (10 minutes) I log in to the helpdesk and open the ticket and the automatically saved draft has disappeared (deleted).
It would be very useful and great to have a way to save the reply (draft) and to be 100% sure that the reply is saved. And will be there if the ticket is opened next time.
Unfortunately the automatically saved draft disappears after some time.
For an example, I can see the automatically saved draft after it is saved. Then I sign out from the helpdesk. After some while (10 minutes) I log in to the helpdesk and open the ticket and the automatically saved draft has disappeared (deleted).
It would be very useful and great to have a way to save the reply (draft) and to be 100% sure that the reply is saved. And will be there if the ticket is opened next time.
Alex
4/30/2019 11:39 AM
Tech
We've introduced some fixes with the draft-saving engine to fix the mentioned errors.
It's worth mentioning though, draft-saving happens in browser's localStorage object, so logging in from a new device won't show the saved items.
It's worth mentioning though, draft-saving happens in browser's localStorage object, so logging in from a new device won't show the saved items.
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