User

Why should this have to be automated in such a cumbersome manner?  One of Gmail's best features is to the ability to schedule a send, and it works quite simply.

The ability to schedule (or delay send) a support response is important because sometimes you just have to throttle the flow of communications on a ticket when, for example, the customer is not taking time to adequately review responses.  Or, if the customer is having a bad day and firing off inappropriate emails, then scheduling a response for a later time might give the customer time to compose himself.

It's bewildering that in several years, no one at Zendesk thought it important to add this critical feature, even after Gmail made it so popular.