Updating ticket using Blueprint
Blueprint helps businesses set up a step-by-step process to manage tasks like ticket resolution. By following a defined process, agents can ensure that important steps are not missed, tasks are handled consistently, and teams can easily track the progress of the ticket.
Component of Blueprint
- State: The status or the stage of a ticket within a Blueprint process. It serves as a checkpoint that clearly indicates which stage the ticket is at.
- Transitions: The movement from one state to another, indicated by buttons in the ticket. It defines the conditions that a ticket must meet to advance to the next state. Each state can have multiple transitions, and the admin can specify certain actions as mandatory or optional for each transition, like adding a comment or attaching files.
Updating ticket status
Imagine you work for a travel agency, and a ticket for a booking comes in while you're away from your desk. Handling this ticket requires a different process than managing a query or refund.
With the Blueprint created by the admin for booking-related tickets, you can easily follow a series of defined steps to manage the process from anywhere using your mobile app. This helps you follow a clear path and prevents tickets from getting stuck or missing any important steps.
To update a ticket via Blueprint
- Open the Zoho Desk Android App.
- Select the Ticket you want to update.
- Tap on the Status.
- Tap on the Transition Button to update the state.
- Complete the required actions as specified for the transition. Make sure to update all mandatory fields (marked with *) before moving to the next state.
Responding through IM during Blueprint transition
Blueprint transitions apply not only to regular tickets but also to IM tickets. Once an IM chat is automatically converted into a ticket and assigned to a Blueprint, it follows the steps defined in that blueprint.
Agents can use the IM interface to respond to the chat, attach files, or send canned responses. This allows the agent to quickly reply to the customer without waiting for the entire transition to finish.
Access your files securely from anywhere
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