Three small but daily friction points in the Help Desk conversations editor (reported independently by several users on our service team)
- When starting a new conversation on a ticket, a pasted/typed recipient email address is only saved once body text is entered. If you get interrupted before typing, the address is lost (draft behavior).
- Drag & drop only accepts one PDF/file at a time. Please allow dropping multiple attachments at once.
- Attachments contained in a forwarded email cannot be opened for review at the bottom of the composed mail before sending.
Each of these costs only seconds, but multiplied over hundreds of tickets per week it adds up significantly for service teams working all day in Help Desk.