Dynamic reply editor in help desk

What is it?

A dynamic reply editor in help desk that re-sizes automatically as the user composes their reply.

Why does it matter?

Support reps need an adaptive workspace that lets them work quickly and provides easy access to the information they need without overwhelming them with visual clutter. This update to the reply editor extends the available real estate in the thread and the editor itself, making it easier to absorb customer context quickly and creating more space to focus on crafting replies.

This update brings three improvements to the reply editor experience:

1. More vertical space to easily read and digest the thread. On smaller screens, users will be able to see more messages and avoid the need for frequent scrolling.

2. More room in the reply editor to accommodate longer messages without the extra clicks of manually resizing, particularly when composing emails.

3. Easier and faster copy/pasting experience: support reps need to copy/paste information in their responses to customers very frequently. With a dynamically-resizing reply editor, they won't need to manually resize when they paste longer content

The dynamic reply editor gives reps more space to read the thread by making the reply editor smaller when it's empty, and more room to work by automatically expanding as they type- no extra scrolling or re-sizing required.

How does it work?

• When in an empty state, the reply editor will be smaller, giving you more room to read all the previous messages from your customer
• The reply editor will automatically expand as you type or copy/paste your response
• The reply editor moves up with the thread. In other words, it'll never cover the previous messages
• You will still be able to manually re-size the editor

Who gets it?

Service Pro, Service Enterprise