For Operators

Drafts and mobile composer

An unfinished reply isn't lost if you leave the ticket page or reload the tab: the text is saved in this browser, separately for each ticket, and comes back into the reply field when you open the ticket again. The draft is removed when you send the message or delete all the text. If sending fails, the text comes back into the field.

The draft is kept in this browser only — it won't be there on another device or in another browser. If a greeting and signature are set up for you (Settings → Operator templates), they're added only to an empty field and never overwrite a saved draft.

Only the text and its formatting are saved. Attachments, the quote and Note mode aren't: when you come back to a draft, attach the files again and check the “Reply” / “Note” toggle — after you return to a ticket it's always set to “Reply”.

The reply field on a phone

On screens narrower than 1024 px the ticket page is pinned to the visible part of the screen: the ticket header stays at the top, the reply field at the bottom, and only the message list scrolls. When the keyboard is open, the reply field sits right above it.

The reply field grows with the text up to half the screen height, but no taller than 440 px; after that the text scrolls inside the field. Phones have no right-click, so formatting opens with the T button below the field.

If Enter keeps sending half-written replies on your phone, open Profile → “Chat composer” on it, first turn on “Local” and then choose “Enter — newline”: this way the setting changes on this device only. See Replying to tickets for details.

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