In a Blueprint, states correspond to ticket statuses within the process. When a ticket enters a state, agents can only take the transitions allowed from that state. This prevents out-of-order actions and ensures process compliance.
Each Blueprint state can have entry conditions (criteria the ticket must meet before entering the state) and exit conditions (tasks that must be completed before transitioning out). For example, an agent must fill in the ‘Resolution Notes’ field before moving a ticket from ‘In Progress’ to ‘Resolved’.
Managers can filter and view tickets by their current Blueprint state. This makes it easy to see how many tickets are awaiting approval versus in investigation, helping allocate attention to states with the most backlog.
A Blueprint state is a defined stage in a Blueprint process flow, such as Investigation or Pending Approval. Tickets can only move between states via permitted transitions, enforcing a consistent support process.
No. Blueprint states enforce a sequential process. Agents can only transition to states that are explicitly linked from the current state. This ensures mandatory steps are completed before a ticket progresses.
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