Draft mode in composer - We want your feedback :)

Hi! I don't seem to have this option in my instance. is it feature gated? Screenshot: https://app.screencast.com/0ZuxlD4MCmxyy 

Hey Priyanka Vallabh - This feature is currently rolling out. It will be available on your account sometime between today and end of this week :)

hey Team, 

On behalf of @Paul Calvert and myself, we'd like to submit the following feature request for draft composer: 

• -Allow any agent, not just the ticket assignee to be able to view draft responses on tickets. This can allow agents to help each other compose messages together and be reviewed prior to sending it out to the customer. 

TIA :)

We'd appreciate the ability to have draft mode as well within internal notes.

I sometimes find that I have part of a message written that I don't plan to finish/send until later, but there are fields that I still need to update. This would prevent me from accidentally submitting a half-written message when updating those fields, but would it be possible to add an option for updates except for the message itself to be submitted?

This change clearly misconstrues the original issue raised by your customers.

Your post states:

an easier and more efficient way to draft messages, without requiring them to copy and paste from an Internal note.

An easier and efficient way to draft messages is to reintroduce the original functionality: let users simply toggle the Public & Private mode without clearing the input field so that we are not "required to copy and paste". Remember: Zendesk introduced this "requirement" themselves — in 2022 this suddenly became an unnecessary "requirement"!

Allowing admins to select the default state for their agents is helpful — but the "Draft" mode does not maintain state across tickets, so an agent must enable it for every new ticket. This introduces needless mode switching for every ticket, another Zendesk "requirement".

Agents understand that Private mode is a visually distinct function — the entire input field turns yellow! Toggling a tiny "Draft" icon does not clearly convey purpose, and becomes a confusing blocker if you accidentally leave "Draft mode" enabled when you click Submit. The Internal note and Draft mode use the same icon, too — if they're meant to be distinct functions, they should have different iconography:

If you genuinely want to improve the experience, I suggest revisiting the original feedback post.

We often use internal notes to draft responses that requires a review before submitting. This step is important for collaboration and coaching. If draft mode enabled other agents to view and collaborate then it would be very valuable. Without that collaboration, it has limited value in our workflow. Thanks for considering our feedback.

Hello Kaleb Micklatcher - Thanks for your feedback. I've documented your feedback and we'll internally explore solutions for this. :)

Hello DL - Thanks for your feedback. Switching channel takes 2 clicks in Agent Workspace vs using draft mode to compose responses should take only 1 extra click. If you turn on draft mode once on a ticket, we remember your preference across all the next tickets you open. You won't need to turn draft mode off before sending your response - you can click on submit and then "send" and draft mode will stay on. Appreciate your feedback around having the icon similar to internal note's and needing a better visual indicator for draft mode. We'll explore further. Thanks!

Hello Tahlia Sutton - Thanks for your feedback. We'll definitely explore further, thanks!

Hi, will there be an API endpoint for this under Ticket Comments?

I have had good experiences with the draft mode.
But I would like a built-in zendesk spell checker because the browser one doesn't always work. And unfortunately errors occur on the part of the agents.