Draft Autosave

Ticket comments and knowledge base articles autosave as agents write. Drafts are stored in a centralized location so agents can pick up where they left off at any time.

What gets saved

  • New tickets
  • Ticket replies (public comments and staff notes)
  • Edits to existing comments and staff notes
  • Knowledge base articles
  • Canned responses

Drafts include text, formatting, and inline images.

View and resume drafts

  1. Click Drafts in the left navigation
  2. Select any draft to pick up exactly where work left off

The drafts list shows a preview, type badge, and last-updated date for each item.

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Deleting drafts

  • To manually delete a draft, hover over it and click the trash icon
  • Drafts are removed automatically when the ticket, comment, or article is submitted
  • Drafts older than 30 days are removed automatically

How drafts work

  • Drafts are private to the agent
  • Drafts are per item. Replying to the same ticket will update the same draft rather than creating a new one