Transitions are the arrows between states in a Blueprint. Each transition is given a label like ‘Mark as Resolved’ or ‘Escalate to Manager’. Administrators configure who can trigger each transition, what fields must be filled, and what automated actions fire when the transition executes.
Before Transition actions run before the state changes, such as sending a notification or requiring a field to be filled. After Transition actions run once the state changes, such as sending an email to the customer or updating a custom field automatically.
Transitions can require approval from a designated agent or manager before completing. For example, the transition ‘Issue Refund’ might require a finance manager’s approval in Zoho Desk before the ticket state changes to ‘Refund Processed’.
A Blueprint transition is the step that moves a ticket from one state to another within a Blueprint. Transitions can require mandatory fields, trigger automated actions, and even require manager approval before completing.
Yes. Transitions can fire Before and After actions. Before Transition actions might validate fields or send a notification. After Transition actions can update ticket fields, send emails, or trigger webhooks once the transition completes.
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