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This error can happen if there are tickets currently associated with the transition or state you're trying to delete or modify within the Blueprint. Zoho Desk restricts modifications in such cases to avoid disrupting active ticket workflows.
No, you cannot associate a Blueprint manually with a ticket. However, there is a workaround to ensure that all tickets go through the Blueprint.
Setting the Blueprint criteria to All records ensures all tickets created within the specified department trigger the Blueprint automatically and are subject to its control.
If a ticket was added without meeting the Blueprint’s criteria, you can still modify or add new criteria to apply the Blueprint to that ticket.
Steps to modify Blueprint criteria and apply it to a ticket:
7. Click Done and then Save & Complete Blueprint to confirm the updates.
8. All the tickets created by this team will be associated with this specific Blueprint.
After these steps, the Blueprint will apply to the manually added ticket and incorporate it into the specified workflow.To rename a ticket status in Zoho Desk:
Navigate to Setup → Customization → Layouts and Fields → Ticket Status.
Hover over the status you want to rename.
Click on the options menu (three dots) that appears.
Select Rename.
Enter the new name in the Enter the new name field.
Click Save.
The number of Blueprints you can create depends on your subscription plan:
Standard plan: No Blueprints.
Professional plan: Allows 1 Blueprint per department.
Enterprise plan: Supports up to 20 Blueprints per department.
Yes, you can notify your customer of the ticket closure within the Blueprint as a transition. You can send a ticket closure notification to your customer with many actions.
Enable Closing a Ticket under Contact Notification option in Set up → Customization → Notification.But, if you want to set up customer notifications for the closure of specific Blueprint-associated tickets only, You can follow the steps below.
1. Create a custom check box field (Send notification) with the option disabled by default in the ticket layout.Go to Set up → Automation → Workflows → New Rule
To trigger this workflow rule set the Execute on to Field update → Status
Also, set Criteria → Status is "Closed" AND Check box is true.
In All actions, go to Set alerts and select the email template Notify contact on ticket closure and check Notify Contact.
Save the rule.
As a final step, go to your Blueprint and select the transition that closes the ticket.
Add the Send notification field operation to the During tab of the Closed transition and make it mandatory.
You cannot remove the Revoke Blueprint button itself because it’s essential for revoking tickets that are stuck or looped in the Blueprint process.
However, you can restrict access to this option by adjusting permissions:
1. Go to Setup > Users Management > Profiles.
2. Select the Agent profiles and any other roles you wish to restrict.
3. Under Ticket Permissions, disable the "Revoke Blueprint" option to prevent those profiles from accessing this feature.Blueprints do not track the number of times a ticket has entered a particular status. While you can configure various stages and transitions, the tracking of status history isn’t directly available within Blueprints.
An alternative solution is to use the Ticket Stages Report, which provides insights into the time a ticket has spent in each stage. You can use it to observe how often tickets pass through particular stages by manually reviewing the history, although it won’t provide exact counts without additional filtering.
To track your ticket stage report:
1. Go to the Analytics Module
2. Open the Reports Tab in the left panel → Ticket Stages
3. The report will display tickets along with the stages they've passed through and the duration spent in each stage.
4. To find how often a ticket has entered a particular status, examine the stage history for each ticket.Yes, you can add a validation rule to your During Transition. For example, if a specific field should not be empty during a transition, you can set up validation to ensure it’s filled out before the transition completes.
To Apply a Validation Rule in Blueprint:
1. Go to Set up → Automation → Blueprint.
2. Find the Blueprint associated with your workflow, or create a new one.
3. In the transition settings, scroll down to the During Transition section.
4. Add a field operation and click on the Validation option next to the field.5. Click Update and then Save to update the Blueprint.
Fall back to default is when the customer replies to the ticket, the status will change back to the default, which is "Open", but as an alternative solution you can set up a workflow triggered by customer response to change the status from "On Hold" or "Closed" to "Open."
To create a workflow rule:
1. Navigate to Setup → Automation → Workflows.
2. Click Create Rule.
3. Choose the Tickets module.
4. Give a name for the rule, e.g., "Reopen Ticket on Customer Reply".
5. Check the rule trigger as Customer Reply.
6. Set the Criteria as
7. Under Actions, add Field Update as Status -> Open.
Optionally, add notifications or alerts to inform agents about the status change.
8. Click Save
Yes, you can assign transitions across multiple departments and agents with no restrictions on roles using Blueprints.
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