Save as Draft

I gave this product 3 stars due to the lack of documentation and instruction on how to navigate this app. After persistence and applying some time, I have written up the below for anyone who wishes to give this app a go (it's useful when you get the hang of it). I installed the app, refresh my Zendesk and wrote an internal note on a ticket: - The draft (worksheet) icon appeared on the toolbar of my note - This added a 'Draft Field' to the left-hand options of my Zendesk - I found out the options are: > Click on the Drafts icon and Selecting "O" - This opens any previously saved drafts; it removes the script Zendesk added in the Draft Field - If you don't already have a draft saved, it will delete the note you've just typed up Selecting "S" - This saves the note that you've just typed up as a draft in the Draft Field in the left-hand side column - The saved note is entered into the Draft Field with script: > E.g. my note was 'Case Escalation - Special Offer approval' > The note is Draft Field is '<p>Case Escalation - Special Offer approval<br></p><p><br></p>' Selecting "D" - This deletes the entry in the Draft Field > If you have already opened the Draft, the note from the Draft Field would now be in the Public Reply / Internal Reply section of your Zendesk. > The note in your reply field will remain/ won't be deleted when deleting the draft. Noteworthy Comments: - This only works for tickets hat have already been generated/submitted in Zendesk; This does not save a new ticket as a draft. - If you type a comment in the reply section of your Zendesk ticket and for some reason exit your window without submitting the reply or saving as a draft, Zendesk does cache so that when you log into Zendesk next and open that ticket, your comment from before you closed the window will still be there. Product Suggestion: - I would change the order of the Draft options from O, S, D to S, O, D, so Save is your first option.