✔ Available
on
Pro, Premium, and Enterprise
subscriptions
Within Teamwork Desk, you can
enable
a site setting to allow agents to recall a
ticket or reply within a specified
timeframe.
Before you
start
When undo send is enabled, it
can be used when:
Turn on the undo ticket
send
setting
🔑 Site administrators
can access
and manage site settings.
- Click your profile icon and select Settings from the pop-out menu.
- Switch to the General tab.
- Select Site Settings from the left navigation pane.
- Scroll to the Message
settings section
- Click the toggle on the Undo ticket send option's right.
- Set a delay period (10, 20, or 30 seconds). When an agent responds to a ticket, the reply will not be sent until after the delay period, giving the agent the opportunity to cancel their reply within that selected timeframe.
Recall a ticket
When undo ticket send is enabled,
agents will see a temporary alert
in the bottom right of the ticket view after
they send a reply, forward a ticket, or create a new ticket.
- This alert includes an option to Undo and will be visible for the duration selected in the site settings.
- If the agent selects the undo
option, the reply will be canceled and an
additional alert will appear confirming
that
the sending has been undone.
- When viewing a ticket thread,
the
canceled reply's contents are visible as a
draft in the
ticket's message body field.
For more information, see: Send
Message Button
Options