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.

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The ticket form lets you capture additional context about customers quickly by including custom fields based on your type of business. For example, you can collect information with custom fields for pricing plan, department etc. Just like your ticket fields, you can add new fields to the customer sign up form and make them mandatory. You can also have private fields that are visible just to your agents.

Add a custom field

1. Login as an administrator and go to Admin  > Manage > Custom Fields.
2. Now click on [New Field] button.
3. Add Field Name, Field Type, Field Max Length, Field Required [Yes | No].
4. Click on the [Submit] button.

Now you can add these custom fields into your custom ticket form.

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The ticket form includes a bunch of fields like Requester Email, Subject and Description, by default. However, you can customize the ticket form to include different fields specific to the type of your business or your support process. You can collect customer information that is unique to your business by creating custom fields for these details.

Add a custom form

1. Login as an administrator and go to Admin > Manage > Custom Forms.
2. Click on the [New Form] button.
3. Provide the Form Name, Form Description and Selected fields (Drag and reorder added fields from the custom fields panel into the dotted box to design the required form).
4. And click on the [Save] button and the form is created.

Form Actions

1. You can active/deactivate this form by clicking button
2. If you want to make this form as a default form click on the [Default] button.

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