Go to Admin > Ticket > Close Ticket Workflow.

Here admin can set ticket workflow like Number of days,Send email to user and Ticket status.

When No of days is 0 that means the ticket will be closed immediately after getting status resolved. If No of days is set to 1 then the ticket will be auto closed after 24 hours (1 Day). The ticket status after which the ticket will be closed can be set from Ticket Status. Send Email to User will allow you to send email to clients about auto closing. If it is selected no then the client will not be notified  about auto closing of his ticket.

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Agent collision detection is a feature that is available to Professional and Growth users that alerts your agents when another agent is viewing and possibly updating the same ticket. This helps prevent agents from trying to make updates to the same ticket at the same time.

Go to Admin > Ticket Settings > Avoid Agents collision

If Agent collision avoidance duration is set to 0 minute i.e. feature is Off. and on the ticket detail page there will be no Agent Collision alert appeared at the top. But if the duration is set to 1 or greater than 1 minute the message will appear “AgentName is typing” with a yellow(any) background.

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You can merge tickets coming from the same customer. You can merge tickets as follows:

1. Go to www.youraccount.zaidesk.com/ticket/inbox.
2. Click on the [Merge] button after selecting the tickets that need to be merged.
3. A pop up will appear where you need to add title, parent ticket and the reason for merging.
4. After clicking the [Merge] button, tickets will be merged successfully.

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