Blueprints can now watch your help desk. Each one waits for something to happen to a ticket, checks it matches your rules and then acts: assigns it, sets its priority or category, or tells someone. The routine sorting is done before anyone opens the ticket.
Before you start
Blueprints are on the Professional and Enterprise plans, and you need permission to manage them in Settings.
Choose when it runs
Create a blueprint, select the trigger and choose Help Desk Ticket. Then pick the event:
- Created runs for every new ticket, whether it came from your team, a portal, a form, your website or the website chatbot.
- Updated runs when a ticket's priority or category changes.
- Status Changed runs when a ticket moves to open, in progress, resolved or closed, on the ticket or on the board.
- Assigned runs when a ticket gets a new owner.
Focus it with conditions
Add a condition to act only on some tickets. You can test the status, priority, category and owner, the subject, where the ticket was raised from, the requester's email and what AI triage suggested. When you pick a field such as category or priority, the value box suggests the options, so you do not need to know how they are stored.
AI suggestions are ready in time. When help desk AI is switched on, a Created blueprint waits until AI triage has read the ticket, so a rule on the suggested category or priority works on brand new tickets.
Choose what it does
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Route the ticket
Use Assign User to give it to the right person, for example billing questions to your accounts lead.
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Set its details
Use Update Field to set the status, priority or category. Your response targets follow the new priority straight away.
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Tell people
Send a notification to the owner or chosen people, post in a team chat channel, send an email or call a webhook to tell another system.
Three automations to start with
- Billing goes to accounts. Created, where the category is Billing, then assign it to your accounts lead.
- Trust the AI on urgent tickets. Created, where the AI suggested priority is Urgent, then set the priority to Urgent and post in your support channel.
- Customer tickets come first. Created, where the ticket was raised by a customer, then set the priority to High.
Changes a blueprint makes to a ticket do not start other blueprints, so two automations cannot keep changing a ticket back and forth.
For more on building blueprints, see Automate Work with Blueprints. To keep the people who raise tickets up to date, see Keep Requesters Updated with Help Desk Automations.