The person who raised a ticket wants to know where it stands, and your team wants to hear about the urgent ones first. Help desk blueprints can do both without anyone remembering to.
Before you start
Blueprints are on the Professional and Enterprise plans. If you are new to help desk blueprints, start with Automate Your Help Desk with Blueprints.
Email people when their ticket is resolved
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Set the trigger
Create a blueprint with the Help Desk Ticket trigger and the Status Changed event.
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Add a condition
Add a condition where the status equals Resolved.
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Write the email
Add a Send Email action. In the To box, put
{submitter_email}so it goes to whoever raised the ticket. Use variables in the subject and message, for exampleTicket #{number} is resolved: {subject}. The email carries your workspace's branding.
Shout about urgent tickets
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Catch them as they arrive
Use the Created event with a condition where the priority, or the AI suggested priority, equals Urgent.
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Post in team chat
Add a Send Channel Message action to your support channel, with
{subject}and{ai_summary}so people can see what it is about without opening it. -
Make sure someone owns it
Add Assign User to give it to whoever is on duty, and a notification so they hear straight away.
Tell another system
Use a Webhook action to send ticket details to another tool, for example to log resolved tickets somewhere else.
Variables you can use
{number}, {subject}, {status}, {priority}, {category}, {submitter_name}, {submitter_email} and {ai_summary}.
Forms without an email field. Tickets from a form that does not ask for an email address have no address to write to, so the email step does not send for them and the blueprint log says why. Add an email field to the form if you want to reply by email.
Check the blueprint logs after a few tickets to see each automation run. For more, see the help desk.