Create a Ticketing System in Sharepoint with Power Automate

I take you through a way to create a simple yet powerful ticketing/tasking system using only SharePoint and MS Power Automate (MS Flow).
The design uses no code and can be be customized to suit your business needs.
First create a SharePoint List that will hold the tasks. I created the fields:
Status - Choice Field
Email Sender - Choice Field
Assigned To - Person/Group Field
Date Received - Date/Time Field
Date Assigned - Date/Time Field
Date Completed - Date/Time Field
Then we create a Power automate (MS flow) which checks the shared inbox, and creates a list item, attaching the email file to the list item. You can see that flow here:
www.sharepointpro.com.au/wp-c...
We then create views for the Tasker in SharePoint.
After this we create another Power Automate (MS flow) that triggers when the item is modified. This Flow updates the status when Assigned To is filled. You can see the flow here:
www.sharepointpro.com.au/wp-c...
Finally we test.
More status's, and flows can be created to suit your needs. KPI's and reporting could easily be attached to the data collected here.
Also you should consider indexing the status & Assigned To fields to prevent List View Threshold problems in the future.
www.sharepointpro.com.au
Update- In the comments I was asked how you can relate an existing email to task already created assuming it is a reply or a forward. I explain that in a blog here:
www.sharepointpro.com.au/blog...
*UPDATE*
A few people have asked about blank .eml files. It should be getting the file contents from the Export Email (v2) action and not the trigger.
Mine looks like Outputs(‘Export_Email(V2)’)[‘body’] when you hover over it.

[@caseyreissig5622]

This was/is top-notch. This is gonna save my company a ton and time savings too. Used your basic idea and incorporated sharepoint/microsoft forms as well. Thanks man!

[@GalleryAquaticaTV]

Amazing. I was considering share-point pro but now I’m convinced. Great timely content for me.

[@stouttaaddis989]

Thank you for your time and explanation, this is a great video!!

[@andrewcowland5968]

Great solution for multiple individual SharePoint Helpdesks

[@raphaelthomas7510]

Great video and tutorial! easy to follow and Michael was really helpful too. cant wait for more videos

[@caseyallison9262]

This was extremely helpful and easy to set up

[@kenanderson5739]

Thank you for this guide. This helped me get started and I have added many more workflows in Power Automate.

[@kenanderson5739]

I've been promoted for my Power Automate efforts :)

[@user-zh5ji1op9r]

This is great! Thanks for sharing mate, will be very helpful for our small organization:)

[@UliDaNihilist]

I see why people (myself included) were getting blank emails in the attachments. At the 5:13 mark in the video, you had chosen the Sharepoint Body under File Content instead of the email Body. I was having that problem and looked at your screenshots and saw it was different there. Once I corrected that, it worked perfectly. Thank you for this video. I created a ticket system for our small IT company using it.

[@davidsheumaker3836]

thank you for this comment

[@stouttaaddis989]

Thank you for noticing and informing us, i appreciate your assistance!

[@Kevin-jw5nv]

I appreciate your comment! Thank you very much!

[@bruces8070]

I didn't see the Sharepoint Body as an option; only Outlook options were available in the "dynamic fields". Any idea as to why or to solve? This is my only hang-up. Otherwise, my flow works.

[@malamdikereta]

Thank you very much. It is very useful for me. Plus one a new subscriber for this channel.

[@Martinvaillancourt-uv6uu]

I like this and it is part of my learning process. Thank you very much. :)

[@kenanderson5739]

Careful, if you get good, this is all you'll do at work =D

[@LOV111VOL_]

i love You do You love me too :) ?

[@evgeny9445]

Hello! Thank you!!

[@CritBeatsRaw]

Hey SPP! loved the vid walkthrough! Just had a quick question on what level license of power-automate was required to setup these flows. thanks!

[@q2l867]

is the educational version of share point enough?

[@kangdave3436]

I appreciate your detailed explanation about making a ticket system using Share Point and Power Automate. Got a question. To proceed the test in the Power automation after complete flows, the original mailbox should be shared mailbox? Or can I use my personal Office365 E-mail for the test? Thanks for your effort again.

[@pittmantechno]

Hey Great tutorial thank you! - Do you need a special license for power automate ?

[@NewPompeii]

Thanks

[@vijeshkumar3353]

This is a great solution. But I have a question - When someone replies to an email that creates another ticket. Is there any way to avoid duplicate tickets when someone replies to the same email that created a ticket already?

[@nawaa7947]

yah same question have you found solution for it ?

[@SteezyG]

@@nawaa7947 Im still looking for a solution too..

[@mge415]

Same issue here did you found something ? i tried with Power Automate, create another list tried to merge ...

[@SaryAt]

Did you find a solution for this issue ?

[@eugenechua9129]

goodness...pls slow down the step! i had to play at 0.5 speed!

[@Willysoft81]

Thank you for this. I appreciate you sharing this information. It is very helpful. I have a question. I made a flow so that when the user changes the status to "completed" it adds the completed date automatically in Sharepoint. The problem is that it changes the completed date of all previous records. How to make it only change the date of the record that is completed and not the date of all the records created. thank you very much.

[@AbdiasColon]

Very useful video. Just need to be a little slow when making the process on Sharepoint and Power Automate.

[@renaldorf]

You look serious. That's good.. Too much positivity can be toxic and this youtube world is full fake smiles, which make people don't focus on the point. Thanks for the video, it helped me a great deal.

[@RITESH21X]

Hi Thanks for your great contribution. i just want to ask last condition you mentioned and it is not completed.

[@arvinmorales306]

Amazing job. Is there a way to display the body of the email when opening a ticket as opposed to having to click on the email attachment?

[@olivergraf3448]

I've tor a problem to open eml-Files in Sharepoint to see the body content of the mail. And if I use a third party tool for this the content is empty. Perhaps I do something wrong ?

[@ketchupdaddy]

Hi Mate, what is the office 365 user connection being used here? when pooulating the original Mailbox address the shared mailbox is not showing TIA :)

[@PatrickPreyss]

Hello, is there a possibility to implement this system directly into Microsoft Teams? I saw it one time, so there I can click on “ticket” into teams and describe my problem directly to the admins without a mail.

[@alyssaperez5373]

Hello, first of all, thank you for this - very helpful! Everything is working great EXCEPT FOR the part where the full email body / chain gets attached...There is a file attached but when I open it it is just a blank email. Is there any suggestions you may have? I'm SO CLOSE to this being a game changer for the company!

[@mandeepsinga9564]

I was facing the same issue. Here's how i fixed it. ID : Sharepoint ID, File NAME : email.eml File Content : Outlook body

[@YUSU-mo7ld]

This is so helpful. Please can you help me out with the code to find messages with the same subject header? I followed your instructions but get an error at this step. Thanks.

[@Piet-72]

Thanks for the great tutorial! I have also checked the blog post on filtering for replies to existing tickets but can not seem to get the flow to work. It errors on the Get-Items section with BadRequest. The error as follows: The expression "Status ne ‘Completed’ and Status ne 'Existing Task' and substringof('SP Ticket test 05',Title) and Id ne 100" is not valid. Creating query failed." If I understand this correct it checks for Status not equal to Completed and not equal to Existing Task. The ticket subject was "SP Ticket test 05" and I assume the Id returned as 100 was the one that was created as the reply, since it changed with every test. I'm no sure what I am missing here.

[@aspira2011]

Hi, thanks a lot for this video, sure the best video regarding the subject i searched for. one quick question is it possible to have a columm called Location where it gets the O365 user location? I tried to use Office 365 Users conector but maybe I doing it wrong. thanks in advance and again congrats for the amazing work.

[@aranbillen5954]

Thank you for this! Is it possible to use a format that enables you to open the attachement in outlook web rather than the outlook app version?

[@ensarguler7684]

Did you find a workaround?

[@newlifefoundation3917]

there is confusion if someone reply on the automated ticket email how system will decide it is a new ticket or old one how it will react with mail

[@SgtRock_Easy_Company]

Love what this can do , however, having an issue replicating it as I am stuck at 'Create Item' as the site I created to use this is does not appear in the avail site list, Tried to paste the URL, however that did not help. If it helps, I did create the site and list all today. Though, I would not think there would be any kind of replication issue to overcome?

[@vanessadonley3318]

Hi, is there a way for the ticketing system to only show the first email (Not the reply emails in the chain?) Or to put the reply emails in the same ticket?

[@caseyallison9262]

@vanessa Donley Yes, filter the Title- "Filter by Title"

[@juliemeaux8363]

Great instruction! I wanted to trigger a ticket based on an email attachment where user can open the pdf file then save to their folder. However, the attachment created was an .eml attachment that opens to a blank screen. Is there a way to view the attachment and save to the folder?

[@jasonmillar2986]

I got the same error. I had to change the File Content field in the "Add attachment" flow step to the Outlook V2 "body", not the Sharepoint "body". That solved my issue with the blank email.

[@melodic_iam9167]

This has been very helpful but power automate has changed in display so I am at a standstill in the creating flows

[@hearthrob300]

I am trying to create a form submission system at work where job request forms are sent in via sharepoint and an automated response will send the submitter a queue number letting them know where they are in line for completion of the job based on how many other forms are to be completed before them. Can you assist me with this?

[@hbhachu]

I'm getting a error message when trying to "Create Email Ticket When Email Arrives" automate workflow. The error message reads "Invalid Connection". Do I need a SharePoint Pro in order to create an automate workflow for email

[@jadenlee4018]

@4:39 Im not getting the ID option. I only get something about attachement size. Can someone please let me know what I missed. Thanks in advance

[@genocookz]

I love this system but is there a way to only receive the one ticket from the first email and not create tickets from reply emails?

[@SteezyG]

Did you find out how to do this?

[@hunterkrakow]

@@SteezyGdid you manage with this?

[@SteezyG]

@@hunterkrakow no but the new outlook upgrade is able to launch conversations a lot better. I think it's possible now but I haven't figured it out.

[@LeahHacklemanGood]

I'm trying to do this using a user-submitted form as the first step!

[@professor3095]

Sharepoint delivers a template for a ticket system. Thats cool although

[@calvinb506]

I have a question : Once you took a ticket, can you send automaticaly an email to your customer to inform them that it's been assigned ?

[@mge415]

You can do it with powerautomate :)

[@elipicazo268]

how do you keep a comment log to document events and communication?

[@gvenkatakrishna20]

Email attachement does not contain any data when we run this code.. please help

[@Christina-zq1xl]

This video goes very fast and is blurry. Are there any other directions or steps that are clearer? I can tell this is a great video.

[@apoloniomaramag4302]

Hi, why is it that you cannot reply to the attached email.eml? How to make it possible that once I open the attachment, I can just reply immediately to the email. Thanks for anyone who can answer.

[@Cebuanoontwowheels]

Thank you very much good sir! This is such a great help. Will wait for more uploads. I do not know the term, but do you know how to setup tool (I remember we called it OSP Tool) It's a tool used by supports to log or raise tickets, they just need to click a link on that tool and it will redirect them to the specific link. That tool has the details like, how to log a ticket, the fields that need to be filled up, a screenshot of the template. And It can only be updated from sharepoint. I hope this makes sense. T.T

[@sharepointpro7900]

Hi, I'm sorry I don't know what tool you are referring too. You could create a way for internal support to raise tickets using Power Apps, MS Forms or just the standard sharepoint additem.aspx . With the first 2 you could have instructions on the form itself. But I usually make an internal wiki for staff to read about the business protocols and then they create a ticket by using sharepoint additem.aspx form. ps- more videos soon. I've been swamped with real work lately :(

[@arenascarla8166]

Is there a way to send an auto notification to the requestor if the column "status" change from blank eg. to ongoing with the message of ticket # and other details in the column?

[@aspira2011]

I managed to do that, in my case I used notification when ticket is closed. you can user Mail notification V2 and you can also personalize the mail messa it sends. you will need to creat a condition for the status change and add the action inside the condition - send an email(V2)

[@mge415]

Big Thanks ! i would like to know how you manage when you receive a response to an existing "open ticket" ?

[@kenanderson5739]

What I did for the scenario: 1. Send out notification e-mail to ticket creator with hyperlink to their ticket 2. Create a flow to grant item level access to ticket creator, so that they are able to respond 3. Flow to notify ticket processor when item cell has been updated with ticket creator comments

[@mge415]

@@kenanderson5739 thank you 🙏

[@manishbhalla1979]

Hello. This looks great. Can I ask if there is a particluar type of Sharepoint Site that needs to be initially created? Team Site or Communication Site?

[@sharepointpro7900]

Hi, no this will work on any modern sharepoint site.

[@arthurburnside1361]

I'm sorry if I'm still missing 'something', but I've read all the comments/replies as well as your updated instruction concerning the "Outputs(‘Export_Email(V2)’)[‘body’] when you hover over it", and my email is still blank. I don't understand how to make the required change/modification to obtain the body of the email message. Everything else is working flawlessly and I appreciate any guidance. Thank you!

[@UliDaNihilist]

Arthur, if you go back to the 5:13 mark in the video, the last item you choose is File Content for the email attachment. In the video, he accidentally chose Sharepoint Body, when it should have been Outlook Body. Just change that part and it'll work. If you look at his screenshots in the description, it is correct there.

[@sandraalbarran06]

I am having trouble attaching the email. I followed the steps but all I get is a blank email.

[@jibby135311]

I don't know what I've done wrong, but the flow fails at the first step. I've rebuilt the flow, the shared mailbox has all the right permissions, it just fails every time. If the mailbox is hidden from the GAL, will that cause it to fail?

[@sharepointpro7900]

I'm not sure about this one, does it show an error message?

[@ariakarimi6414]

How to add an attachment from the received to the same row of SharePoint list.

[@USDOTATF]

Is it possible to create a ticket when a File is added to a folder? The issue I am having is when I add a file to a folder it creates a ticket for all the items in the folder, I just want a ticket for the main folder that was added. Thank you so much!

[@sharepointpro7900]

Hi, This is not something I have created, but there is a flow trigger "When a file is created in a folder". So it is possible. If the trigger keeps firing on subfolders, then you could add a condition to check the path and only continue if the path is the parent.

[@USDOTATF]

@@sharepointpro7900 I managed to always name the sub folders the parent name and enacted a unique value so only the original parent folder shows as a ticket. I also added more to your project. It’s a notification system to send an “Assigned To” person an email if they have not closed their ticket in 4 hours. It creates a good CS environment.

[@ShadowOG69]

Hello this was really helpful. I just get one issue, when I click in the email.eml download after testing, it shows a blank email. But i dont get any errors in the testing process. Is there any way you can help ? Thank you!

[@Sigmaringenrocks]

Same for me, piggybacking this comment to not miss any helpful hints.

[@sharepointpro7900]

@@Sigmaringenrocks can you both shoot me an email via the contact page on my wepbage www.sharepointpro.com.au/. Once I have your email I'll contact you and we can try and diagnose the issue. I really need a screen shot of your flow.

[@sharepointpro7900]

@@Sigmaringenrocks Check out the description, I've added extra info

[@sharepointpro7900]

Check out the description, I've added some extra info

[@ShadowOG69]

Hi i just wanted to check back in and let you know that i followed your updated blog post and it all works now. Thank you very much!

[@King_Marzz]

Hello. Im on the step where you type “tickets” in the “original mailbox address” but on my end the “ticket” selection doesn’t pop up. Timestamp 3:07 … Thanks

[@yogadautama5425]

i think you must have a shared mailbox to make it appear... have you done it btw? im trying to make a shared mailbox but i think i can't because i'm not an admin.

[@michaelfullerton3626]

Hello...I'm so new to this that it's sad. I followed along and everything works as designed (Amazing, for me!). Except I may be missing something when it comes to the 'email.eml' part. In my test tickets, the attachment is always 'email.eml' even if I attach a file to the email. I'm expecting the contents of that particular email, or the attachment, to be here, but it's the same for all...nothing. Did I misunderstand this part?

[@sharepointpro7900]

So this video only shows you how to attach the whole email file to the task. But you can add the email attachments as separate list item attachments to SharePoint. To do this you can you the Attachments from the "when new email arrived", and then use the SharePoint "Add Attachment" flow to attach them. I will try make a video of this soon.

[@rajivsingh6912]

Hi Michael, is ther posibility to configare escaltion too with MS flow and Sharepoint ticketing system.

[@kenanderson5739]

Create a flow to raise the priority level and re-assign to someone else based on your escalation criteria

[@dfaridon]

Great video! Question, what step would you add so that new tickets are not opened when client replies to the same email. We reply to the client on Outlook and dont want duplicate tickets when they reply back.

[@kenanderson5739]

Create a flow with a condition of RE: or re: and move to a different View in your list, outside of your Work list. While it will create a ticket, there will be instances that more work will be needed and it's good to have this reference and good to count all correspondence coming to your shared inbox.

[@dfaridon]

@@kenanderson5739 will try this. Thank you

[@Zelnick.SD.Engineer]

​@@kenanderson5739 Did you create a whole new flow or did you create a condition within the current flow? Can you explain exactly how you did it?

[@Shekaib0007]

I followed all the steps, but I cant find the "SITE ADDRESS"

[@mariammayengo1777]

good tutorial, however mine doesnot work well like yours even when i follow it to the letter...

[@vikasgupta7955]

hi, it is really helpfull for me, really appreciate, i have to ask you something, is there any other way to attach email without using .eml file?

[@sharepointpro7900]

Hi Vikas, thanks for your comment - You can add the email body to a multiline sting field. you can also attach the email attachments directly to the list item using flow.

[@vikasgupta7955]

@@sharepointpro7900 thanks, I’ll try this.

[@olivergraf3448]

@@vikasgupta7955 Have you been succesfull ?

[@lokeshb1896]

Hi , Is there any other way to reply on sharepoint itself without using .eml file and how can i keep the whole email conversation of Single ticket request?

[@sharepointpro7900]

Hi, So you can use MS flow to match the subject line and "attach" it to a task. I wrote a blog about it here which may point you in the right direction: www.sharepointpro.com.au/blog/assigning-task-to-related-task/ Regarding the .eml file, you could create a multi line field and copy the content of the .eml file into there, so you don't have to open the .eml file with outlook.

[@olivergraf3448]

@@sharepointpro7900 Can you explain how to create copy the content of the .eml file into there, so you don't have to open the .eml file with outlook ?

[@bonamainza8109]

How about the date completed mine is not updating automatically - do I need to manually add a date for Date Completed? Thanks in advance.

[@kenanderson5739]

Start with when an item is modified, create a condition, if status = completed, than update item completed date to utcNow() - similar to the date assigned process he covers

[@vikasgupta7955]

could you help me generate a complete automated ticketing system in sharepoint? I am new to it, and need to create one fully automated system.

[@sharepointpro7900]

I'll help you as much as I can, send me your questions through the contact us form www.sharepointpro.com.au/ and we can communicate via email

[@Monica-ff1ke]

@SharePointPro Hi there, Can anyone help? I am setting up using a shared mailbox, but when I do the testing it shows error message "REST API is not yet supported for this mailbox."

[@kenanderson5739]

Make sure you are using the correct Power Automate Action- send email from a shared mailbox (V2) and not send an email (V2)

[@Monica-ff1ke]

@@kenanderson5739 but from the video it says " use export email(v2)" so for shared mailbox is different.

[@kenanderson5739]

@@Monica-ff1ke can you reference a timestamp on video?

[@Monica-ff1ke]

@@kenanderson5739 Step 2, 3:16 on the video. I checked all my steps are all the same with the video. now flow has no error, but when I do testing, the email just not showing up in the sharepoint.

[@Monica-ff1ke]

@@kenanderson5739 now my flow is good, but just has no email show up in the sharePoint.

[@tiajackson4204]

Is there a slower step by step

[@natokafor1612]

You can slow the speed of the video down to help you achive this or i can assit you to develop this and something more robust

[@olanordmann8588]

Great video but how do we prevent a new ticket being created when people reply to the email ? Please help :-)

[@sharepointpro7900]

Hi, it was a little out of the scope of this video - what you can do, is get the email subject from new email, strip out the FW:, RE: and check to see if there are any emails already in the system. I have done this previously, I'll get a screen shot of the MS flow and upload it to a blog. Give me a couple of days.

[@olanordmann8588]

@@sharepointpro7900 Thank You so much 🙏 That would be great

[@sharepointpro7900]

@@olanordmann8588 Here you go: www.sharepointpro.com.au/blog/assigning-task-to-related-task/

[@olanordmann8588]

@@sharepointpro7900 Perfect cant wait to try it out.

[@jamesossai3740]

@@sharepointpro7900 great video and very intuitive. Out of scope question, If you wanted to include a ticket number/ID automatically generated sequentially every time you had a new ticket?

[@jenniferivie-lopez787]

I like your video but it goes way too fast and you can’t follow along

[@sharepointpro7900]

Thanks for your feedback. I've heard this a few times. My next video I will slow it down.

[@olivergraf3448]

you can reduce the play time in youtube

[@bryansamsel6681]

You move WAY to fast and too hard to follow along.

[@abbaselmi1730]

Too fast man