Idea:
Create the ability when working on help desk tickets to draft and save emails, that are viewable and editable by team members.
This feature was extremely handly in helpscout, it allowed my support staff to draft email responses to customers and ask me to review them.
It gave me the option to edit the response and even send it, when dealing with high profile customers this feature comes in handy. Right now the workaround is to draft an email in notes and copy it back.
