Recall / unsend email

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.

Auch aus meiner Sicht wäre es gut, wenn es eine Option gäbe, einen E-Mail-Versand wieder rückgängig zu machen. Der Vorschlag mit 30 bis 60 Sekunden Zeitpuffer finde ich gut!

I agree with @ethan20

There should be a short delay before any triggers are activated. Similar to what is done in online Outlook. You get a delay of 5 seconds to allow you to back out of the send. Making this an option that is configurable would be ideal.

@dan57

We really expect there could be a function "undo" added on Zendesk. After messages or attachments have been recalled，this kind of record could be checked by admins and agents in history tab but users can't, in case those info would be maliciously withdrawn by agents.

What's more, we can not 100% guarentee  that as human-being, agents will not make any mistake when they are assisting customers especially when they are busy assisting with so many customers at the same time, it definetely will be a huge challenge for our agents. During that period of busy time, mistakes occur easily,We have already met such kind of case which had a terrible impact on our company's image due to the absence of this function.

Agree, this is a standard feature in Outlook.  People make mistakes.  But when private or confidential information is on the line (companies can be fined and taken to court), there MUST be a functionality. 

@dan57 or someone from Zendesk, could you please comment if this functionality is on the roadmap? The use case and value should be pretty clear as highlighted in the comments above. Thanks! 

Please add this feature. It is not technically "undoing" the message sending as this is impossible from technical point of view, but providing a few seconds of delay between clicking the "send" button and actually sending the message. This is a standard feature in Gmail and Freshdesk. It is a life-saver. 

Wait, isn't this what we all need, just hidden under an unintuitive name? https://www.zendesk.com/marketplace/apps/support/195694/cancel-ticket-submit/ 

Unfortunately, the "Cancel Ticket Submit" app that I shared above is not really that great. I have shared my feedback in a comment on the app page. 

A new "unsend email button" could be a very nice functionality. 

Also if we can do it only from "back door", directly from google service as a "email recall". 

Thanks @Zendesk and @dan57 for thinking on it.

Gabriele

An unsend button should be a must-have. With Zendesk replacing some communications that would typically go out from Gmail or other emailing apps, an unsend button is table-stakes to have Zendesk functionalities meet the expectations of communication tools.

We have our team send internal notes to figure out how to solve tickets, and it's too easy to accidentally send as a public note. This exposes us too easily for mistakes to be made and not a great user-experience.

An unsend button is an absolute MUST! Having so many options to close a ticket out, it is so simple to go from an internal note to sending a reply publicly. As others have mentioned, even having a delay in sending and the ability to pull that email back before it actually gets pushed out would be extremely valuable as this mistake has pushed me to use Gmail more for this feature.

I agree with Justin and Sylvia! This would be such a valuable feature! 

I certainly agree with the folks so far. It would certainly make the experience a whole lot better if there was a undo button. Everyone makes mistakes and typos and sometimes it might still be there after proof reading it many times! 

Come on ZD give us a unsend button!

I agree with everyone above. This feature would improve customer experience greatly.

Why do I feel like this functionality used to exist in ZD? Even basic ticketing systems have this capability.

We are coming over from another CRM, and it is rather surprising to me that this is not a built-in feature. I may attempt to create some kind of automation to fake it, but this is something all CRMs should have. 

Hello everybody, thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. We are going to leave this post open for comment to allow others to provide their feedback, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.

Thank you again for your feedback and for being a valuable customer with Zendesk.

Apps these days come with every imaginable feature… except ‘Undo.’ 

We've evolved past mistakes.

Hi, understanding that we are not able to recalls email at the moment, would it be possible to have a review option in the email to briefly go through through the attachments instead of having to download each and every single one just to quickly check it again? :D Just a way to make sure we are sending the right things

Following this. This should be a standard feature in Zendesk because mistakes in handling support tickets happen, and agents should be able to undo emails not meant to be sent to the end users. 

We need the ability to recall emails sent from zendesk . This will help agents correct emails which have been sent in error

One more vote for adding this feature. It is a shame it is not yet available. 
Being able to recall sent emails within a short period of time seems like a standard these days. 

Adding this comment to both of these Zendesk Articles: https://support.zendesk.com/hc/en-us/community/posts/5612675851034-Email-recall
https://support.zendesk.com/hc/en-us/community/posts/4409648433818-Recall-unsend-email

This feature would enable our global team members to be able to follow the established processes from Outlook. For example, if the team has a typo or includes an incorrect attachment on an email, they used to just recall the message and either 1) delete unread copies of this message or 2) delete unread copies and replace with a new message. 

Another option that I think would help solve for this is simply adding a timer to emails and allowing edit until the email is sent. For example, the emails send 3 minutes after the reply is posted and the agent can edit the public reply up until that email is sent.