Hi everyone,

We are excited to announce that Blueprint transitions are supported for instant messaging (IM-related tickets in Zoho Desk. This is designed to streamline the process for agents managing IM tickets, making it easier to engage with customers during a blueprint-controlled workflow.

Agents handling IM-related tickets previously had to wait until the blueprint transition was complete before responding to customers. This often led to delays in communication and impacted the overall customer experience.

With this update, agents can access the IM interface directly during a blueprint transition. This makes it easy to attach files, use canned responses, or reply to customers efficiently without waiting for the transition to end.

For instance, if a customer submits an issue via one of the IM platforms such as WhatsApp in Zoho Desk, and the ticket enters the blueprint, the agent can respond through the messaging interface during the transition. This eliminates the need to complete the entire workflow before addressing the customer’s concern, which allows them to immediately focus their attention on the issue and deliver a smooth resolution.

Some of the key benefits of using this feature include:

Fast and efficient responses

Agents can interact with customers in real time during a blueprint transition without switching between the IM module and Tickets module for each response. This improves agents' efficiency and reduces chances of inadvertent errors.

Workflow flexibility

Even if the "Reply All" action is marked as mandatory, agents can complete the transition without sending a reply, offering flexibility when necessary.

Increased accountability

With immediate IM replies documented in the ticketing system, it's easier to track agent interactions and monitor response times, which lead to greater accountability and performance tracking.

For more information on how to send IM replies within a blueprint transition, refer to our help document.

This update is available to all users across all data centers. Give it a try and leave your feedback and suggestions in the comments below.

Feel free to reach out to our support team with any questions on using IM replies during blueprint transitions.

Thanks, and have a great day!

Regards,

Varsha P

Zoho Desk | User Education