Ethan Martin

I think an "undo" option really should be added to Zendesk. From the support workspace, if you accidentally submit an internal response as a public response, or if you submit a public response but see right away that there's a typo, it'd be great to be able to undo that submission within 10/30/60 seconds.

I don't think the value in this feature would relate to emails sent via trigger, but it would be extremely helpful in maintaining professionalism and client confidence when it comes to submitting responses from the agent workspace. Who doesn't make typos and mistakes? This feature would allow for quick corrections.

Also, since this is a standard feature in email apps like Gmail, and in competitors like Freshdesk, it would also make sense to provide Zendesk agents functionality that they likely already expect.