An operator can save ticket as a draft which can be later edited or sent to the customer.
Following are the steps to use this facility:
1.Click 
icon to save a ticket as a draft.
2.A message box stating Email has been saved as draft successfully appears as shown below.
Message box
3.Click Draft from the Folder List to view all the tickets that have been saved as a draft as shown highlighted in the below screen-
The drafts will be displayed in the Email Grid.