Save, Send and Discard Ticket Drafts

Save, Send and Discard Ticket Drafts

Drafts are unsent messages created and waiting to be sent. When a reply is composed for a ticket, it is automatically saved every 2 minutes to drafts. This ensures that you do not lose any composed/ half-composed and unsent responses. You can also choose to save a message in Drafts that can be completed and sent later. 

To save a response as draft:
  1. Open a ticket in its detail view. 
  2. In the Detail View page, click Reply, Reply All or Forward. 
  3. In the Editor page, compose a reply for the ticket. 
  4. Click Save Draft from the ticket's header. 
Now, the editor will be closed and your draft will be added as a thread in the ticket. The  icon implies that a response has been composed and saved as draft. You can come back to it later and finish the text before submitting it.

To send a draft response:
  1. Open a ticket in its detail view.
  2. Click the  icon over the conversation thread that was drafted earlier. 
  3. Click Send draft from the drop menu. 

Similarly, you can Edit or Discard the drafts that were saved previously.