Blueprint transitions are compatible with IM tickets

Hi everyone,

We are excited to announce that Blueprint transitions are supported for instant messaging (IM-related tickets in Zoho Desk. This is designed to streamline the process for agents managing IM tickets, making it easier to engage with customers during a blueprint-controlled workflow.

Agents handling IM-related tickets previously had to wait until the blueprint transition was complete before responding to customers. This often led to delays in communication and impacted the overall customer experience.

With this update, agents can access the IM interface directly during a blueprint transition. This makes it easy to attach files, use canned responses, or reply to customers efficiently without waiting for the transition to end.

For instance, if a customer submits an issue via one of the IM platforms such as WhatsApp in Zoho Desk, and the ticket enters the blueprint, the agent can respond through the messaging interface during the transition. This eliminates the need to complete the entire workflow before addressing the customer’s concern, which allows them to immediately focus their attention on the issue and deliver a smooth resolution.

Some of the key benefits of using this feature include:

Fast and efficient responses

Agents can interact with customers in real time during a blueprint transition without switching between the IM module and Tickets module for each response. This improves agents' efficiency and reduces chances of inadvertent errors.

Workflow flexibility

Even if the "Reply All" action is marked as mandatory, agents can complete the transition without sending a reply, offering flexibility when necessary.

Increased accountability

With immediate IM replies documented in the ticketing system, it's easier to track agent interactions and monitor response times, which lead to greater accountability and performance tracking.

For more information on how to send IM replies within a blueprint transition, refer to our help document.

This update is available to all users across all data centers. Give it a try and leave your feedback and suggestions in the comments below.

Feel free to reach out to our support team with any questions on using IM replies during blueprint transitions.

Thanks, and have a great day!

Regards,

Varsha P

Zoho Desk | User Education

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Topic Participants
Varsha P

Sticky Posts
Webinar 2: Supercharged customer support for growing business
Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you: Understand your customers better and their journeys to proactively support and engage them even before they ask for help. Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service
Customize Colors of your Customer Self Service Portal
You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme. Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green
Edit and Delete options in Comments
A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important
2024 Email Authentication Standards: Elevating Security with Google and Yahoo
In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email
Announcing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!