Creating a Blueprint in Zoho Desk

Blueprint in Zoho Desk serves as a structured framework that guides the agents on the stages that are included in the ticketing process, from creation to resolution.

By standardizing the process and creating a blueprint, organizations ensure that every ticket in the department follows a predefined structure. With blueprint, organizations can clearly define transitions, mandate fields, approvals, and responsibilities at each stage. This avoids confusion, reduces manual errors, and ensures that service requests are handled in a systematic and compliant manner. They also provide visibility into the progress of tickets, enabling better monitoring, accountability, and performance tracking.

Users with Support administrator permission in their profile can access this feature.

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Advanced configuration

Apart from the standard blueprint configuration, there are three advanced configuration options available. They are:

Strict Mode - On enabling this, admins can control whether agents can perform actions and update fields only through blueprint transitions or outside them. The restriction can be applied to all actions, only selected actions, or all actions except the selected ones.
Dynamic Transition Owner Assignment - On enabling this, the support administrator can assign transition owners within the same within a record. They can assign transition owners from the current department or share the record with other departments for their agents to complete the transition.

Is this a continuous Blueprint? - On enabling this, the next transition in a blueprint is automatically triggered as soon as the current transition is performed.
Transition Owners - The admins can select an agent or team to perform the transitions.
Transition Owner from a Different Department - Admins can select agents from other departments as well. The records are automatically shared to the agent's department.

With these three advanced configurations, admins can control who exactly has access to what.

Creating a blueprint

Blueprints are department-specific. Select the department, and proceed to create a blueprint, which will apply only to the tickets of the appropriate department

To create a blueprint

Navigate to Setup > Automation > Blueprint > Create Blueprint.
In the Create Blueprint page, enter the blueprint name and description.
Select a layout that is created in the respective department. The status field gets auto-populated based on the selected layout.
Select the record type:

Specific records - Select this option to apply blueprint to specific records. Specify the field and its criteria.
All records - Select this option to apply blueprint to all records.

Select Strict Mode, Dynamic Transition Owner Assignment, or Is this a continuous Blueprint based on your requirement.
Click Next.
In the Create Blueprint page, drag and drop the required state.
In the transition tab, enter the transition name and description.
Select the conditions that are to be performed before, during, and after the transition.
Click Save & Complete Blueprint.

Note:

Blueprints are executed in the order they are added on the Blueprint page. The ordered can be changed anytime required.
Zoho Desk processes automation in a specific hierarchy. When an event occurs, each automation type executes in a defined sequence such as assignment rules, workflow rules, SLAs, and round robin before evaluating the blueprint.
A state can have up to 16 transition connections (I/O points).
Each transition could have designated transition owners and only they will be able to perform the transition on a ticket.
Agents who are not assigned as owners cannot perform the transition.

Editing a blueprint

The blueprint can be edited at any point of time.

To edit a blueprint

Navigate to Setup > Automation > Blueprint.
Select the required blueprint and perform the necessary changes.
Click Save blueprint.

Deactivating and deleting a blueprint

The blueprint can be deactivated or deleted at any point.

Deactivating a blueprint - On deactivating, no further tickets will follow this blueprint process. It can be activated later, if required.
Deleting a blueprint - On deleting, the blueprint gets deleted permanently.

Note: If there are any active tickets in progress, then the blueprint cannot be deleted.

To deactivate a blueprint

Navigate to Setup > Automation > Blueprint.
Toggle on/off the deactivate option of a blueprint.
Click Deactivate to confirm your action.

To delete a blueprint

Navigate to Setup > Automation > Blueprint.
Click the More icon and click Delete.
On the confirmation screen, click Delete.

Creating Blueprint - Online Help | Zoho Desk

Creating a Blueprint in Zoho Desk

Creating a blueprint