Writing drafts of public replies in tickets

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<p id="docs-ai-summary-content">Use draft mode to refine your public replies in tickets before sending them. Turn draft mode on or off using the draft icon or a keyboard shortcut. Draft mode prevents accidental sends by requiring confirmation before making replies public. Your draft mode preference is remembered, ensuring consistent use across tickets, unless set otherwise by an admin.</p>
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<p class="p" dir="ltr">When you’re composing messages in a ticket, it’s important to make sure everything is correct before you send your reply to a customer. In the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" rel="noopener" target="_blank">Zendesk Agent Workspace</a>, you can compose your public replies as drafts first, before you send the update.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_mct_b21_bhb">
<li class="li" dir="ltr"><a class="xref" href="#topic_plg_n55_gxb">Composing draft messages</a></li>
<li class="li"><a class="xref" href="#topic_sv5_455_gxb">Keyboard shortcut for draft mode</a></li>
</ul>
<div class="p">
<strong class="ph b">Related articles</strong>
<ul class="ul" id="topic-1__ul_l1f_fcm_tkb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831849882" rel="noopener" target="_blank">Composing messages in the Zendesk Agent Workspace</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" rel="noopener" target="_blank">About the Zendesk Agent Workspace</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_plg_n55_gxb">
<h2 class="title topictitle2" id="ariaid-title2">Composing draft messages</h2>
<div class="body">
<p class="p">Use draft messages to refine your ticket updates before you send them to a customer.</p>
<p class="p"><strong class="ph b">To write a draft</strong></p>
<ol class="ol" id="topic_plg_n55_gxb__ol_tmp_555_gxb">
<li class="li">In a ticket, select a channel from the menu at the top of the composer.
<p class="p" dir="ltr">You can select any channel except <strong class="ph b">Internal note</strong> in the ticket composer to compose a draft message. This includes email, chat and messaging channels, and other public replies.</p>
</li>
<li class="li">Click the draft icon (<img class="image" id="topic_plg_n55_gxb__image_pcl_zwh_rmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_composer_draft_icon3.png" width="16">) to turn on draft mode.
<p class="p"><img class="image img-screenshot" id="topic_plg_n55_gxb__image_nq2_hy5_gxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_composer_draft_turn_on3.png" width="600"></p>
<p class="p">When draft mode is on, you’ll see a <strong class="ph b">Draft mode</strong> button in the composer and the composer text appears on a light grey background.</p>
<p class="p"><img class="image" id="topic_plg_n55_gxb__image_zgr_4y5_gxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_composer_draft_button2.png" width="100"></p>
<p class="p">Click this button to turn draft mode on or off. Draft mode remains on until you turn it off.</p>
</li>
<li class="li">When draft mode is on, type your reply in the composer.
<p class="p"><img class="image img-screenshot" id="topic_plg_n55_gxb__image_zlf_yy5_gxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_composer_draft2.png" width="600"></p>
</li>
<li class="li">When you're ready to make the reply public, click <strong class="ph b">Submit</strong>.
<p class="p">A draft warning message appears asking if you want to send the draft to the public channel.</p>
<p class="p"><img class="image img-screenshot" id="topic_plg_n55_gxb__image_qg4_sy5_gxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_composer_draft_message.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Go back</strong> to return to editing the draft or click <strong class="ph b">Send</strong> to make the reply public.
<div class="note note">
<span class="notetitle">Note:</span> You can also turn off draft mode first, then submit the reply. In that case, the message is no longer a draft and no draft warning message appears.</div>
</li>
</ol>
<p class="p">Zendesk remembers your last choice for draft mode, on or off, as you work across tickets. The exception is when your admin has set draft mode to be <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9413485858458#topic_bhz_pzh_q2c" rel="noopener" target="_blank">on by default</a>. In that case, you can turn draft mode off in a ticket, but it will be on again as you work across tickets.</p>
<p class="p" dir="ltr">In chat and messaging tickets, pressing the Enter key will <strong class="ph b">not</strong> send the message or display the draft warning message. This enables you to compose your message without worrying about pressing enter and sending the message by mistake. To send the message in this situation, click <strong class="ph b">send</strong> in the composer, then click <strong class="ph b">Send</strong> when the draft warning message appears.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_sv5_455_gxb">
<h2 class="title topictitle2" id="ariaid-title3">Keyboard shortcut for draft mode</h2>
<div class="body">
<p class="p">You can use the following keyboard shortcut to toggle draft mode on and off.</p>
<p class="p" dir="ltr"><strong class="ph b">Mac</strong>: <code class="ph codeph">Command+Option+t</code> or <code class="ph codeph">Control+Option+t</code></p>
<p class="p" dir="ltr"><strong class="ph b">Windows</strong>: <code class="ph codeph">Ctrl+Alt+t</code></p>
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