Hi! 
It would be good if one could undo a send email for a short grace period; similar to how gmail does it.
When updating a ticket that would send of an email; some sort of popup like this would allow one to “undo” the send email. When pressing the undo button, the send message should return to the agents ui so it can be continued to be edited or set as a private note rather than an email.
Simply put; it would be great if one could undo an accidental sending of an internal note to a customer. 