Using Draft Replies

What are draft replies?

Draft replies let you compose a response to a ticket without sending it immediately. This is useful when you want a colleague or manager to review your reply before it goes out to the customer, or when you want to prepare a response and come back to send it later.

How do I create a draft?

When replying to a ticket:

  1. Open the ticket you want to reply to
  2. Click the Reply button to open the reply editor
  3. Compose your response
  4. Instead of clicking Send, click Save as Draft

Your draft will be saved and visible to other agents who view the ticket.

Can other agents see my drafts?

Yes. Drafts are shared across your team. When you save a draft on a ticket, any agent who opens that ticket can see the draft, edit it, or send it. This makes it easy to collaborate on responses - one agent can start a reply and another can finish and send it.

How do I edit and send a saved draft?

  1. Open the ticket that has a saved draft
  2. You will see the draft in the reply area
  3. Make any changes you need
  4. Click Send to deliver the reply to the customer

What happens if two agents edit the same draft?

SupportBee includes collision detection to prevent conflicts. If another agent is already viewing or editing a ticket, you will see a notice letting you know. This helps prevent duplicate replies and conflicting edits.

Can I delete a draft?

Yes. Open the ticket with the draft and click the Discard option to remove the saved draft without sending it.