If I answer a ticket without sending it, it will automatically be saved from time to time as long as I do not close the issue and select 'Discard'. It would be a great enhancement to have the option of choosing to share such a draft, and discuss it with colleagues before sending.
Possible workflow
- Admin is responsible for defining a default sharing level (e.g. no sharing, group sharing, organisation-wide sharing...)
- Agent writes an answer, not sending it
- Default setting applies, if not overwritten by the agent
- Team may discuss the answer and send it at a later time
What do you think? How about adding support for draft sharing to Zammad?
nicostuhlfauth
All 5 comments
+1 since preparing messages in a collaborative way is a common use case for us
schurig
on 16 Jan 2017
The best approach that comes to my mind is to introduce a new article_type called draft which saves the message/email/tweet to the database.
Every other person who also has access to the ticket shall be able to see who the author of the draft is. Since there are private ticket_articles there is no need for a new type.
A button next/below the draft says send now and Zammad creates a ticket_article using the draft and delivers the message/email/tweet.
schurig
on 16 Jan 2017
Would be nice if drafts would be editable (all the time).
thorsteneckel
on 16 Jan 2017
As the last post is 18months old I would like to add our need of this feature.
Draft sharing would be really useful for us.
tbeitter
on 12 Sep 2018
Thanks for your Feedback.
Please vote in form of "thumbs up", as text replies create big noise an those who're watching this repo.
Thansk! :)
MrGeneration
on 13 Sep 2018
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Most helpful comment
Would be nice if drafts would be editable (all the time).