Hello everyone,

In the dynamic world of support services, the concept of blueprints plays a pivotal role. A Blueprint serves as a go-to platform, facilitating the visualization and customization of workflows to seamlessly align with specific customer needs. This intuitive feature empowers users to:

1. Define each stage in their support process and match the right agents with each stage.
2. Guide agents through the execution of processes with step-by-step instructions.
3. Mandate and validate crucial information contextually for a comprehensive support approach.
4. Automate routine actions, eliminating repetitive tasks and enhancing overall workflow efficiency.

Marketplace Extensions: elevating support capabilities:

The benefits of utilizing Blueprints extend beyond mere process execution. Now, envision amplifying the power of Blueprints with Marketplace Extensions. The Marketplace serves as a central hub for discovering and integrating Zoho and third-party apps and extensions that complement Zoho Desk, enhancing communication, analytics, and customer support processes.

These marketplace extensions can now be seamlessly incorporated during blueprint transitions, acting as customizable widgets integrated into the support ticket process of a system. Particularly valuable during the transition phase of a blueprint, these extensions empower administrators and support agents to tailor their workflows to meet specific transition requirements.

For instance, if a customer support team aims to enhance scheduling during a blueprint transition, they can effortlessly integrate the Zoho Calendar extension. This addition empowers support agents to efficiently schedule follow-up calls and manage appointments as part of the blueprint transition.

Likewise, admins can utilize the Zoho Sprints extension within the blueprint transition, ensuring a seamless workflow for incorporating tickets as work items and managing tasks or bugs linked to customer interactions during the blueprint transition. This functionality empowers support agents to effortlessly include customer-reported bugs or new feature requests into the backlog of the relevant project.



Note: Currently, Zoho Calendar and Zoho Sprints extensions can be added as blueprint widgets.

For more details, please refer to the help doc on Add Blueprint Extensions.

This flexibility enables support teams to choose tools that seamlessly fit into their workflow, making the support ticket process smoother and more efficient.

This feature is now available for all users across data centers. Do give it a try and if you have any questions or feedback, please share them with us in the comments section.

Thanks and have a great day!

Regards,

Varsha P.

Zoho Desk | User Education