Save a ticket reply as an editable draft, unsent, for review before it goes to the end user
Atera offers exactly two states for a technician's ticket message: a public reply, which is immediately visible to the end user and sends an email, and an internal note, which is never sent. There is nothing in between — no way to compose a reply, save it unsent, and return to it later. The same gap exists in the API: CreateTicketCommentDTO carries no draft or status flag, and "draft" appears nowhere in the v3 specification.
The use case: a junior technician drafts an answer, the ticket owner or a senior colleague reviews and edits it, and only then does it go out. The same applies to a reply prepared by an automated or AI assistant that a human has to approve before it reaches the customer.
Proposed behaviour: a "Save as draft" action alongside Public reply and Internal note. The draft is stored on the ticket, visible and editable by any technician with access to that ticket, editable any number of times, and sent only when someone explicitly clicks Send. The same state should be exposed in the API, so integrations can create and update drafts.
An internal note is not a substitute. Per Atera's own ticketing documentation an internal note can never be edited or deleted once saved, so it is a permanent record rather than a working buffer, and it offers no path to being sent. The only workaround today is composing the reply outside Atera and pasting it in, which separates the text from the ticket context.
Pat Erler
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