Drafts
Keep unfinished email tickets and reopen them when you are ready to continue.
What it is
Drafts holds unfinished email tickets so you can return to them later. Saving a draft does not send an email or create a completed ticket.
Who uses it and why
Operators use drafts when they need to pause ticket creation. Supervisors who create tickets use their own draft list in the same way.
Where to find it
Open Conversations, then Drafts. The list shows Subject, Description, Contact and Last Updated, with Open Draft and Delete Draft actions.
How it works
- Start an email ticket in Create a Ticket.
- Enter the information you have. Closing an unfinished new-ticket window saves changed draft content.
- Open Drafts on the same website and select Open Draft.
- Continue editing the ticket. A draft with an existing visitor opens against that visitor; other drafts reopen the ticket creation form.
Draft content can include the subject, message, contact details, copied recipients, attachments, assignment, priority, tags, dispositions and custom fields. Click a column heading to sort the list.
To remove an unwanted draft, choose Delete Draft and confirm the deletion.
Configure it
There is no separate draft settings screen. Use the email ticket creation options to set the content you want to retain.
The list loads drafts for your operator account and the currently selected website. Switch to the correct website before looking for saved work.
Limits and good to know
- Drafts are separate from sent messages and existing ticket edits.
- An attachment reference in a saved draft does not mean that an interrupted upload completed. Check the attachments before sending.
- The list does not provide a shared supervisor inbox for other operators' drafts.
- Delete drafts individually. The visible list asks for confirmation before deleting.
Depends on and works with
View all connections as a list
This feature uses
- Operator accountsRequires
The draft list belongs to the signed-in operator on the selected website.
- Attachments in conversationsEnhances
Drafts can retain references to attached files.
- Email ticket handling and statusesRequires
Drafts save unfinished email tickets for later completion.
Used by
- Current Chat workspace and panelsEnhances
Saved email ticket drafts can reopen in a draft tab within the conversation workspace.
FAQ and troubleshooting
Why is my draft missing?
Check that you are signed in as the same operator and have selected the same website. Also check that you were creating a new email ticket rather than editing an existing one.
Has saving a draft emailed the customer?
No. You still need to complete and send the ticket.
Can I sort drafts by their last update?
Yes. Click Last Updated in the draft list.