Mohd Fariz Bin Hashim wrote :

Is there any feature that the ticket that been closed by an agent need to be approved by their superior. Just like FAQ.

Hi, I think you can create such a possiblity with the existing features. You could restrict the right to close a ticket with the ACL feature. Then add an additional state "finished" or so, which other agents without the close right could use instead. To review the "finished" tickets use a search template, the event notifications or a separate queue filled by a generic agent. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de