Shared Drafts
=============

Overview
--------

Share drafts for new or existing tickets with other agents of your group.
Load, modify and save an existing draft, e.g. as a QA process with colleagues.
This feature is optional. If you don't see it in the menu, that means your
administrator disabled this function. Administrators can learn more in the
:admin-docs:`group settings section in the admin documentation </manage/groups/settings.html>`.

.. hint:: Zammad technically has two draft functions:

   - Shared drafts (allow others to load the draft)
   - User drafts

   Every time you change a ticket's field, Zammad will save this in your
   personal draft. You then can share this as a shared draft if you want to.
   User drafts are always available!

Handling Drafts
---------------

.. include:: /extras/includes/shared-drafts-overwriting-drafts-warning.include.rst

Load a draft
   Existing ticket
      In the ticket detail view, a button ``📝 Draft available`` is shown if a
      draft is available from you or another agent (see first screenshot on this
      page). Hovering over the button tells you who created or changed the
      draft.

      .. figure:: /images/extras/shared-drafts/loading-a-shared-draft.png
         :alt: Screenshot shows highlighted "Draft available" button and preview dialog of the shared draft.

   New ticket
      If you're creating a new ticket and already selected a group, the shared
      draft sidebar tab on the right side shows up.
      The shared drafts tab is always hidden if no group is selected!

      .. figure:: /images/extras/shared-drafts/ticket-create-shows-available-draft.png
         :alt: Screenshot shows the ticket creation dialog with highlighted shared draft after group selection.

Remove draft
   You can remove any draft (no matter if for new or existing tickets) from
   within the draft preview screen. Use the ``Delete`` link on the lower end of
   the dialog. This has no effect on local drafts, agents may have loaded
   already.

Saving drafts
   New ticket
      Adding new drafts
         To save a new shared draft, set the ticket settings, customer, ticket
         title and article as desired. Make sure to select a group that supports
         shared drafts. When you're ready to save the draft, click on shared
         draft sidebar tab on the right side, enter a meaningful name and click
         on the ``Create`` button.

         .. figure:: /images/extras/shared-drafts/new-ticket-create-draft.png
            :alt: Screenshot shows the new ticket dialog with the highlighted "create draft" section.

      Update existing drafts
         In order to update or rename existing shared drafts for new tickets,
         simply load the draft in question. Change the information (e.g. ticket
         settings or content) needed and, if needed, update the drafts name on the
         right side of the ticket. This way you can not just update
         existing drafts, but also use existing drafts to create another copy!

         .. figure:: /images/extras/shared-drafts/update-draft-ticket-sidebar.png
            :alt: Screenshot shows shared draft sidebar of the ticket creation dialog.

   Existing ticket
      Use the ``^`` button next to the ``Update`` button. If the group of the
      ticket (or in your selection) allows shared drafts, Zammad will provide
      the option ``Save Draft``. All current changes on the ticket (ticket
      settings, article and its attachments) will be saved to the shared draft.

      When saving was successful, the button ``📝 Draft available`` is show as
      you can see in the screenshot about loading a draft.

      .. figure:: /images/extras/shared-drafts/save-draft-submenu-ticket-detail-view.png
         :alt: Screenshot shows highlighted ticket update menu with save draft option in ticket detail view.
         :align: center