FAQ: Blueprint | Zoho Desk

FAQs: Blueprint

1. What does the error message "Unable to process your request" mean when I try to modify my Blueprint?

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.

Verify if any tickets are still within the state you want to delete. If there are, revoke the tickets. Ensure you revoke your tickets from "All Tickets" in the ticket module.


2. How do I manually associate a ticket with a Blueprint?

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:

1. Go to Set up > Automation > Blueprint.
2. Select the Blueprint you want the ticket to be associated with.
3. Click Blueprint Info in the right panel.
4. Select the Edit icon next to the entry criteria.

5. Under Specific Records, click the + symbol to add a new criterion that matches your ticket.
6. Define a simple criterion that aligns with the ticket's details, such as "Team + is + Development."
Important: Click the AND button to switch it to OR, which allows the blueprint to trigger based on one criterion rather than requiring multiple conditions.

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.


3. How can I rename a status in a Blueprint?

To rename a ticket status in Zoho Desk:

  1. Navigate to Setup → Customization → Layouts and Fields → Ticket Status.

  2. Hover over the status you want to rename.

  3. Click on the options menu (three dots) that appears.

  4. Select Rename.

  5. Enter the new name in the Enter the new name field.

  6. Click Save.

Once renamed, the updated status will automatically reflect in all associated Blueprints.


4. How many Blueprints can I create per department in Zoho Desk?

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.



5. Can I notify my customer about the ticket closure within a Blueprint?

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.



6. How do I disable the Revoke Blueprint option?

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.


7. How do I count ticket transitions through each stage in Blueprint?

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.


8. Is it possible to add a validation rule to a Blueprint transition?

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 upAutomationBlueprint.

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.


9. Is it possible to reopen my ticket automatically?

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 SetupAutomationWorkflows.

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

  1. Status is On Hold (or)
  2. Status is Closed

7. Under Actions, add Field Update as Status -> Open.

Optionally, add notifications or alerts to inform agents about the status change.

8. Click Save


10. Can I assign a transition owner from different departments?

Yes, you can assign transitions across multiple departments and agents with no restrictions on roles using Blueprints.

 

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