It was pointed out to me by one of my agents that the action of the "Internal Note" vs "Public Reply" wipes out anything already typed in the box.
So, if you started to type something in the reply box and it was set to "Public Reply" and then you switch it to "Internal Note" you lose everything you typed. There's no reason for this. I should be able to change the type of reply/note without it wiping out the message that has been written.
New Agent Workspace Internal/Reply Button Action
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I just did test in our environment and we don't have that issue. Might be a setup?
@Annelies Van der Sanden - So you're saying if you open up the reply back, type something in and then change the type internal/public reply it doesn't wipe out what you typed?
@Matt Yes :)
Hi Matt,
Currently, if you write a message via Public Reply, then switch to Internal note (vice versa), it will not be carried over into the other channel; only the draft will remain where you initially composed it.
It's also been announced by our Zendesk Product Manager here in our Community:
Zendesk's New Interface (Agent Workspace): Internal Note vs Public Reply
As outlined there:
Currently, if you write a message via Public Reply, then switch to Internal note (vice versa), it will not be carried over into the other channel; only the draft will remain where you initially composed it.
It's also been announced by our Zendesk Product Manager here in our Community:
Zendesk's New Interface (Agent Workspace): Internal Note vs Public Reply
As outlined there:
I hope this answer your question. Thank you!"2. Drafts don't carry over across channels. This is intended behavior and has been designed to help us easily scale up in long term."
It does, and is not a good answer. You've literally broken everything everyone used with your product and you're turning a blind eye to everyone's feedback that these changes are not good. Please reconsider.
Hello Matt - Thanks for proving feedback.
If you type something in internal note composer and channel switch to public reply composer, the draft does not carry over to public reply composer. The same is true the other way around. Each channel treats the drafts separately. In this case, it might seem like you have lost what you typed but if you switch back to the internal note composer, you should see the draft you had typed.
The reason for implementing Agent Workspace this way is explained here. However, I do understand how this impacts the workflow of customers who have always composed a response in internal notes and switched to public reply when they're confident about their composed response.
To improve the current experience, we plan to implement a way to easily copy content from internal notes to public reply. We're currently exploring a one-click way to do this. We weren't able to work on it this quarter but plan to take this up early next year. We appreciate your patience and thanks again for engaging!
We're discussing this topic here: https://support.zendesk.com/hc/en-us/community/posts/4487359529754-Agent-Workspace-Keep-content-from-internal-note-if-changing-to-public-reply
We'll be closing this thread.
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