Automatically activating and deactivating draft mode for public replies

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<p id="docs-hc-snippet" style="display: none;">In the Zendesk Agent Workspace, your agents cancompose public replies as draftsfirst, before they send an update. Instead of requiring each agent to turn on draft mode for themselves, you can set draft mode to be on by default for all agents in all tickets.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can set draft mode to be on by default for all agents when composing public replies in tickets, ensuring replies start as drafts. Agents can toggle draft mode off per ticket, but it resets to on for new tickets. Turning off default draft mode lets the system remember each agent's last draft mode choice across tickets. This setting requires admin or custom role permissions.</p>
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<p class="p">In the Zendesk Agent Workspace, your agents can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5627101293722" target="_blank">compose public replies as
drafts</a> first, before they send an update. Instead of
requiring each agent to turn on draft mode for themselves, you can set draft
mode to be on by default for all agents in all tickets. </p>
<p class="p">You must be an admin or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agent in a custom role</a> with
permission to manage ticket settings to change this setting.</p>
<p class="p">This article contains the following sections:</p>
<ul class="ul" id="topic-1__ul_f1f_wxq_slb">
<li class="li"><a class="xref" href="#topic_bhz_pzh_q2c">Turning on draft mode by default</a></li>
<li class="li"><a class="xref" href="#topic_qxs_cq3_q2c">Turning off draft mode by default</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_bhz_pzh_q2c">
<h2 class="title topictitle2" id="ariaid-title2">Turning on draft mode by default</h2>
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<p class="p">Turning on <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5627101293722" target="_blank">draft mode</a> 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.</p>
<div class="p">
<strong class="ph b"><strong class="ph b">To turn on draft mode by default</strong></strong><ol class="ol" id="topic_bhz_pzh_q2c__ol_izl_nxg_s2c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_bhz_pzh_q2c__d8e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Comment options for agents</strong> to expand
it.</li>
<li class="li">Select <strong class="ph b">Default to draft mode</strong>. </li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_qxs_cq3_q2c">
<h2 class="title topictitle2" id="ariaid-title3">Turning off draft mode by default</h2>
<div class="body">
<p class="p">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.</p>
<div class="p">
<strong class="ph b">To turn off draft mode by default</strong><ol class="ol" id="topic_qxs_cq3_q2c__ol_n53_45r_tfc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_qxs_cq3_q2c__d8e1706" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Settings</strong>.</span></li>
<li class="li">Click <strong class="ph b">Comment options for agents</strong> to expand
it.</li>
<li class="li">Deselect <strong class="ph b">Default to draft mode</strong>. </li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
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