Automatically activating and deactivating draft mode for public replies

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Verified AI summary ◀▼
Draft mode allows agents to compose drafts before sending updates. Admins can set draft mode to be on by default for public replies. This setting ensures draft mode is always active, but agents can deactivate it for individual tickets if needed.


In the Zendesk Agent Workspace, your agents can compose public replies as drafts
first, before they send an update. Instead of requiring each agent to turn on draft
mode for themselves, admins can set draft mode to be on by default for all
agents in all tickets.
This article contains the following sections:

Turning on draft mode by default
Turning off draft mode by default



Turning on draft mode by default

Turning on draft mode by default means the composer in tickets is automatically in
draft mode for public replies. Agents can turn draft mode off before
they reply in a ticket, but draft mode will be on again when they
open the next ticket.

To turn on draft mode by default
In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click Comment options for agents to expand
it.
Select Default to draft mode.
Click Save.





Turning off draft mode by default

When this setting is turned off, Zendesk remembers an agent’s last
choice for draft mode as they work across tickets. If an agent turns
off draft mode on a ticket, draft mode remains off until the agent
turns it on.

To turn off draft mode by default
In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
Click Comment options for agents to expand
it.
Deselect Default to draft mode.