Two features related to Drafts are missing and can be useful to many.

1. New ticket draft : Be able to create a ticket and save it as a Draft to submit/open later. Useful when it is a reoccurring ticket opened on behalf of the client weekly for example.

2.应对客户通过草案ticket to send later. The only way around this is to create a yellow (internal) note with the email content, then copy/paste into the email body and send.

Useful can be to schedule a ticket reply to a customer using 'delay delivery', like the Outlook feature under 'Options' > 'Delay Delivery'