Ability to cancel outgoing mail (delay outgoing emails by 10s offer cancel button) for accidental e-mail sent out

Feature requests
1

Hello,

1) What is your original issue/pain point you want to solve?
There is no way (that i know of) to cancel outgoing emails when sent accidentally

2) Which are one or two concrete situations where this problem hurts the most?
As a person that is often working multiple tickets and getting calls or other tasks in between I often fail to remember that I have already started typing an email when returning to a ticket.
It happens to me about more often than I’d like to admit (yesterday twice) that I only want to update status (wait for … etc.) and hit the update Button. What happens is that my half baked email gets send out.
I have also on occasion pressed the update shortcut (ctrl+enter) which also has also sent out unwanted half-baked emails.

3) Why is it not solvable with the Zammad standard?
I’m not aware of any solution to this. Emails get sent to the mail server straight away. Email articles are immutable straight away.

4) What is your expectation/what do you want to achieve?
Delay emails for a short period of time in order to gain the ability to cancel accidental emails going out to reduce accidental outgoing emails.

If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to):
In my mail program (mac os mail) this is a standard feature “undo send” see here Unsend emails with Undo Send in Mail on Mac - Apple Support

Suggestion for implementation would be:

  • delay emails going to the mail server for time x (suggestion: 30s to 60s). In that time the mail article queues within zammad without reaching mail server.
  • in that time the ability to delete the article would exist
  • if email article gets deleted within that time the email never reaches the mail server
  • if time x expires the email article gets immutable and email goes to mail server
    This would generally delay outgoing mail by a fixed time but that would be ok.

Your Zammad environment:

  • Average concurrent agent count: 12
  • Average tickets a day: 30
  • What roles/people are involved: agents

Thanks for your time.

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