# Drafts

Keep unfinished email tickets and reopen them when you are ready to continue.

*Release 3.3 · operator, supervisor*

**Conversations › Drafts** · **Create a Ticket**

## 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

1. Start an email ticket in **Create a Ticket**.
2. Enter the information you have. Closing an unfinished new-ticket window saves changed draft content.
3. Open **Drafts** on the same website and select **Open Draft**.
4. 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

### This feature uses

- **Requires** [Operator accounts](ADM-007.md): The draft list belongs to the signed-in operator on the selected website.
- **Requires** [Email ticket handling and statuses](CHN-026.md): Drafts save unfinished email tickets for later completion.
- **Works better with** [Attachments in conversations](CHAT-018.md): Drafts can retain references to attached files.

### Used by

- **Enhances** [Current Chat workspace and panels](CON-014.md): 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.