Spotlight 1: How can Blueprint help you manage your service processes?
When your software doesn't accurately capture a process that your business follows offline, the flow of your work can become inconsistent. Blueprint in Zoho Desk helps you solve that. It allows users to create a flow based on pre-defined processes or even customize processes based on individual needs.
Blueprint help you streamline service teams' approach and minimize the risk of bottlenecks. Everything follows your requirements, and scaling a process between teams is just a click away.
Let's take a look at a ticket flow process to understand how Blueprint works.
Every Blueprint has two kinds of components: states and transitions. States are the stages in a process and transitions are actions that lead to the next stage. Tickets go through various states in a blueprint and ultimately reach the end of the blueprint or the process.
Every ticket begins in the default state; generally, this is the "Open" state. The ticket then has to undergo a transition to move to the next state in the process.
A transition has three parts: before, during, and after.
Before is the section where you can define who can perform the transition actions, and what criteria have to be satisfied beforehand. This represents the people who can perform the transition and the conditions when that transition will be visible to them.
During is the section where you can set the actions to be performed in the transition. These could be actions like updating the value of a field, adding a comment to a ticket, or sending a response on a ticket. The transition will be completed only if the person performs all of the specified actions.
After is the section where you can define the follow-up items for that transition. Some examples of this are updating a record in another software, or sending an acknowledgement email to a customer.
Once the transition has been completed, the ticket moves to the next state in the blueprint. Likewise, the next transition needs to be completed before it can progress to other states.
If you observe carefully, a blueprint does all of the following:
- It has a clear owner for each stage of the process.
- It mandates a set of actions to be performed and indicates whether they have been.
- It helps ensure follow-up tasks, actions, and notifications at each stage of the process.
- It moves the process from each stakeholder to the next automatically.
- It shows each stakeholder only the actions expected of them, not the whole process.
- It helps you spot a delay between two stages of the process to prevent bottlenecks.
Need some expert advice on Blueprint? Head to our live session on Advanced Process Automation to get your questions answered.
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