Problem Definition

 "Reply to customer" and "Add internal comment" Buttons are situated so close to each other, sometimes it is easy for agents to make an operational mistake.

Suggested Solution:

Provide an ability to change the position of Reply to a customer button away from internal comments.

It would be great if there was an option that allows the administrator to enable a "Really Send To Customer?" dialog box that pops up when someone clicks on "Reply to Customer".

Why this is important

Some agents accidentally hit the reply to customer button out of muscle memory when they don't intend to. As comment options are situated next to each other, causing operational mistakes.