gopalchand
#1 The way this is intended to work is to add your reply in the Reply box (you can even make a Canned Response so all the Agent has to do is select the Canned Response instead of manually typing each closure notice), set the Status to Closed/Resolved below the Reply box, and click Post Reply. This will send the reply to the User and close the Ticket all in one go. Also, Feature Requests are created on our GitHub via the Issues tab. You should always search for similar, existing feature requests to ensure you don't create any duplicates. If there is an existing feature request then you can simply add your comment to it.
#3: That is not a feature at this time. Once the Ticket goes overdue it sends the Overdue Notification one time. It will only send the overdue alert to the configured recipients (ie. Assigned Agent / Team, Department Manager, and/or Department Members). We also do not have the concept of automatic escalations. This means once a Ticket goes overdue an Agent must manually Refer/Transfer/Assign the Ticket to the needed Departments/Team/Agent.
We do have a feature request on our Roadmap called "Automations and Triggers" that would enable the automatic actions on Tickets based on criteria. This should enable the concept of "transfer the Ticket and whatever else when the SLA is overdue". No promises though.
Cheers.
