In Zendesk you can switch between tabs while writing a Public Reply/Internal Note and the text will auto save for you. This does not happen when working in a side conversation. If you switch tabs while you are part way through writing some text in a side conversation, when you go back to it the side conversation will have closed.
We would like this auto save functionality to exist for side conversations within a browser session, in the same way that it works for ticket replies/notes.
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Text auto save in side conversations
We've discovered a similar issue when launching side conversations this week. If an agent is composing a side convo and clicks the 'view events' button in the main window, the whole side-convo draft is wiped out and they have to start again. This is extremely frustrating on top of the problem outlined by OP.
Could you update us as to what side convo improvements are on the roadmap, and are improvements to the problems outlined in this post being considered/built, please?
We have a similar issue when accepting a chat or call (for agents working both on tickets and other channels). Is there a timeline for having auto-save on side conversations?
+1
This is a significant pain point for our agents as they are preparing escalations. The Side Conversation form that we have built as a macro acts as a troubleshooting check-list, so an agent may spend 30 minutes going through each of the steps to gather information. To have that information lost after 30 minutes of work is a huge time waste for agents and the second attempt at escalating the issue never has as much information as the initial attempt.
This would be a huge quality of life enhancement!
I would like to add my vote for this. It's a massive efficiency issue and big pain point for our teams.
- Employee
Hi all, sorry to hear about the drafts not working properly. I just tested this in the context panel version of side conversations and switching between tickets with side conversation drafts works reliably. Are you having trouble with the older popover version?
Based on this article it looks like we are using the context panel. We access Side Conversations by clicking this button.
I just re-tested the issue and it does not appear to be removing the draft either, so it's possible this has been resolved somehow.
I'll get feedback from our teams to see if users are still experiencing the issue.
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