Hi team,

I'm encountering an issue with ticket layouts and Blueprints in Zoho Desk and would like to understand whether this is expected behavior or a bug.

Scenario

I have two ticket layouts:

• Helpdesk
• Integration

The Integration layout has its default ticket status set to Open (New Enquiry).

As part of a Blueprint transition, the ticket is moved from the Helpdesk layout to the Integration layout.

Expected behaviour

When the layout changes to Integration, I would expect the ticket status to automatically update to the layout's default status (Open (New Enquiry)).

Actual behaviour

The layout changes successfully, however the ticket retains its previous status. Because the status does not change to Open (New Enquiry), the ticket does not immediately enter the Blueprint associated with the Integration layout.

The only way I've found  to enter the Blueprint is to manually update the status after the layout change.

Questions

1. Is this the expected behaviour when changing layouts in Zoho Desk?
2. Should the target layout's default status be applied automatically during a layout change?
3. Has anyone found a workaround to force the default status to be applied when moving between layouts?

Any guidance would be appreciated.

Thanks!