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Ability to mark ticket as draft
Idea shared by Robert Voigt - February 14, 2014 at 6:26 PM
Under Consideration
Hi,
 
Could you add a function to mark/save a ticket as draft.
Eg. When you are working on a reply for a client and for some reason you have to stop in the middle of composing this would be very handy. Otherwise you lose your work.
 
Thanks,
 
Robert

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Grady Werner Replied
February 15, 2014 at 3:52 PM
Employee Post
This already exists in SmarterTrack.  When you want to save your draft click "Save as Draft" at the top of the response.
 
In addition, under Ticket Settings (an administrator settings page), there's an option to set the auto-save frequency.  Enable that and your drafts will automatically be saved for you.
Grady Werner
Development Manager
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
1
Robert Voigt Replied
February 19, 2014 at 7:03 AM
Hi Grady,

Yes, but only for submitted tickets.
We are missing this functioanlity for New tickets.
Sometimes an agent must write a reply to a customer, but the manager must do a review (problem cases).
Then the agent can write this as a draft and later when the manager has time he/she can review this.
 
I recently got a mail from Sally from sales:
You are correct, currently there is not a way for an agent to save a new ticket as a draft.  I spoke with one of my developers and they are adding that to the feature request list for the future.  
 
So hopefully we can see this soon ;)
 
Thanks for the reply,
 
Robert

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