It is not very hard to make a mistake and post a reply to a customer whereas the intention was to post an internal note. Unfortunately a reply, when it's sent, can't be stopped anymore. Would it be possible to have a feature for customizing the label of "Post reply" and "Post internal note" buttons so that the difference is more obvious?

Alternatively if above is not possible, are there any plans for having an "undo" function for sent replies so that agents can take back their message within a given time after sending them?

    thesen changed the title to Customizable "Post reply" and "Post internal note" buttons.

    I've renamed your thread to include [feature request] in the title. You can also go to github and open an issue report and pre-fix the title with [Feature Request] here: https://github.com/osTicket/osTicket/issues/new/choose

    thesen Alternatively if above is not possible, are there any plans for having an "undo" function for sent replies so that agents can take back their message within a given time after sending them?

    It sends an email, and recalling emails are notoriously unreliable,

        thesen taking back notes might not be helpful if you have enabled the email notification just like ntozier said. If initial you just want to make a difference between the two button, you can achieve it by adding some CTA or notification before sending the note.

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