A Guide to Integrate Widgets in Blueprint
Widgets in Blueprint allows users to integrate widgets in the during transition of a Blueprint. This feature facilitates seamless integration of third-party tools and enables users to access them easily, resulting in faster resolution of tickets. The extensions or widgets integrated in Blueprints allow agents to perform specific functions or actions within the screen, eliminating the need to navigate to other tabs or screens.
How widgets in Blueprint are helpful?
When support agents have to find specific details about a ticket or customer, they often have to switch to another application on a different screen. This process takes up valuable time.
To make things more efficient, Blueprint allows the integration of widgets containing relevant information right within the transition. This means support agents can access the needed information quickly without navigating to different screens. Integrating third-party widgets is seamless, and customization is possible to meet specific needs.
This way, using widgets in Blueprint makes the support process more streamlined and user-friendly.
For instance, ZylCares, a technical support company for electronic devices, integrated Zoho Calendar extension or widget into their Blueprint. This integration would enable agents to schedule meetings or calls with customers without the hassle of constantly navigating to a separate calendar. This centralized calendar view would provide an overview of all scheduled appointments for tickets, allowing for seamless customer support.
Pre-requisite for integrating Extensions in Blueprint
- Users with the Manage Marketplace permission can install the extensions.
- Users who have the Helpdesk Automation permission enabled in their profile can add the widget as an operation in Blueprint.
- Only the extensions that are set up with a Blueprint location will appear in the pop-up.
- Since Blueprints are department-specific, the widgets integrated within a Blueprint will be accessible only within a particular department.
For example, if a widget is created inside department A, but the ticket is assigned to multiple departments, the widgets can only be accessed by department A, while other departments will not have access to the widgets.
- The integrated widgets cannot be set as mandatory.
- All actions performed within the extension will only be saved within the extension. Therefore, the data entered in the extension cannot be saved as a draft. However, if the extension is configured to transfer data to records or modules in Desk, it will perform that action as intended.
Users have the option to choose up to three widgets from the same or different extensions for a transition. This option is applicable in Professional edition 1 and Enterprise edition 3.
Flow of integrating widgets within a Blueprint
Steps to integrate the widget in the Blueprint
Step 1: Install the extension from the marketplace.
- Click the Setup icon (
) in the top bar.
- Click the Marketplace. You can find many extensions. Look for your required extensions, which are configured with Blueprint locations.
- Install the extensions in the Desk Account. During the installation of the extension, you have the option to configure its accessibility based on specific departments and profiles.
Step 2 : Create or edit a Blueprint as per the requirement
Step 3 : Integrate the extension with the Blueprint.
Click Add Operations on the during transition page of a Blueprint.
Step 4: Click the Extensions tab; the list of Blueprint specific widgets will be listed.
Step 5 : Choose the required Blueprint from the popup. The chosen extension will be loaded in the during transition page.
You have integrated your required extensions into the Blueprint transition. Now, the integrated widget can be used by the transition owners of the Blueprint.
Pre-requisite to access the integrated widget
- Transition owners need to have permission for the extension in order to access the integrated widget.
Steps to view and access the integrated widget in Blueprint
Step 1: Navigate to the ticket detail page; at the bottom of the ticket, you can view the Blueprint transitions.
Step 2: When the transition is clicked, the enabled extension and its widget will appear from the right side of the page.
Step 3: Perform the operations using the widget and then close the transition.
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