Go to Admin > Ticket. Here you can set ticket settings like ticket default status, default priority,Agent collision avoidance duration,ticket Format and ticket number Type.

Default priority

You can select the any priority as default which means every ticket when it arrives in zaidesk will have this priority unless its being changed by admin/agent.

Avoid Agent Collision

The Agent Collision feature detects the presence of another agent on the ticket and helps to avoid double replies on the ticket. When the other agent starts replying on the ticket, the text appears like “Imran is typing… 5 seconds ago”.This feature is available to Professional and Growth users. You can add as many as minutes as desired.

Allow customer to close ticket

If this option is enabled then end users will be able to close tickets from their customer portal. If not then only admin/agent can close the ticket.