Totally agree. My workaround is to use a "drafts" tag if I have a lot of replies in draft but that is a pain.
about 4 years ago
Absolutely! Several times we have missed sending draft replies based on this scenario:
Open a ticket
Compose a reply
Click Send->Send and set as Resolved
In some situations the reply is not sent since there is a custom ticket field that require input
I then enter some input and click Update
What happens now, is that the field is updated and the ticket is closed leaving the draft reply unsent. As an agent I am under the impression the reply was sent.
There should definitely be a counter in the dashboard showing number of drafts and when clicked the actual tickets should be listed.
1 person likes this
almost 4 years ago
Thanks for the idea! While we do not have any immediate plans for building a "drafts" folder, we will definitely pick this up as and when we see a growing interest in this request.
We're working on fixing the behaviour mentioned by you to let the agent know if a reply was obstructed from being sent because of a required field not being filled. We should be rolling out the fix in a few weeks from now.
2 people like this
3 months ago
I would also like to see a workaround. We often set the email to send and close, but the required fields do no let it send. You press update after entering the required fields and it closes and takes you back to the dashboard without sending the email, and you would have no idea unless you went into closed tickets and looked for it.