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:

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:

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.

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:

**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.

[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.

[bardaprasad]

Excellent work mate, This is going to save a lot of cost small businesses and teams.

[caseyreissig]

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!

[vijeshkumar]

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?

[melodic_iam]

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

[andrewcowland]

Great solution for multiple individual SharePoint Helpdesks

[eugenechua]

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

[Martinvaillancourt-uvuu]

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

[newlifefoundation]

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

[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.

[alyssaperez]

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!

[kenanderson]

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

[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?

[ql]

is the educational version of share point enough?

[AbdiasColon]

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

[zhjiopr]

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

[GalleryAquaticaTV]

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

[titopancho]

excellent tutorial.. i was able to re-create this in my office.. the only problem i am having now is, when a ticket / task is assigned to a user and the user change the status to "In Progress" the item or task disappears from the user's "my tasks"

[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?

[stouttaaddis]

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