One of the reasons we use gmail (google apps) is that it has an UNDO SEND button (through google labs): you can un-send an email for a maximum of 30 seconds after pressing send. This has saved us many times when we hit sent to soon. When I show people my undo send in gmail, they always go: OH MY GOD! I NEED THAT!
I would love to see this feature in Freshdesk. I don’t think any competitor has it yet and I am sure everybody Freshdesk user would love this feature. Once you had it you can't live without.