Blueprints in Zoho Desk guide your support team through standardized ticket-handling processes by defining sequential stages and transitions. To view all blueprints in your Desk account, you'll navigate to the automation settings where they're centrally managed.
Why this matters
Your support team likely handles different ticket types—billing issues, technical problems, account requests—each requiring different workflows. Listing your blueprints lets you audit which processes are active, understand how tickets flow through your organization, and identify which blueprints need updates or new configurations. This is essential when onboarding new agents or troubleshooting why tickets aren't moving through expected stages.[^1,7]
Step-by-step
Step 1. Log into your Zoho Desk account and navigate to the settings menu. Look for the Automation section in your left sidebar or main navigation.[1]
Step 2. Within Automation, select Blueprint. This section displays all blueprints you've created for your Desk organization.[1]
Step 3. Review the list. Each blueprint entry shows its name, the module or ticket type it applies to, and its current status (active or inactive). You can see at a glance which blueprints are governing your ticket workflows.[^1,7]
Step 4. Click on any blueprint name to view its details: the stages it contains, the transitions between stages, entry criteria, and any automation rules attached to it. This helps you understand the exact process flow for that blueprint.[1]
Step 5. If you need to modify a blueprint, use the edit option from the blueprint details page. If you want to create a new blueprint, look for an Add or Create Blueprint button in the Blueprint section.[1]
Common pitfalls
Blueprints only apply to tickets that match their entry criteria after activation.[6] If you've just created a blueprint, existing tickets won't automatically follow it unless you explicitly apply the blueprint to historical records. New tickets created after activation will follow the blueprint rules by default.
Also, ensure your team understands which blueprint applies to which ticket type. If multiple blueprints exist for similar issues, confusion can arise about which process agents should follow. Document your blueprint naming convention clearly.
What to check
- Verify that all active blueprints have clear, descriptive names so your team knows which process each one enforces.
- Confirm that each blueprint's entry criteria are correctly configured so tickets route to the right workflow.
- Review whether any inactive blueprints should be deleted or reactivated based on your current support processes.
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*Beam Help — independent expert support for Zoho. This article is not official Zoho support.*