✔  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. 

  1. Click your profile icon and select Settings from the pop-out menu.
  2. Switch to the General tab.
  3. Select Site Settings from the left navigation pane.

  4. Scroll to the Message settings section
  5. Click the toggle on the Undo ticket send option's right.

  6. 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.
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For more information, see: Send Message Button Options