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Helpdesk ticketing from Email to DevOps using flow

Dear All,


i succeed in creating a flow for a ticket based Helpdesk.



1.) User send email to it-helpdesk@...

2.) The AAD profile is retrieved from the sender.

3.) A work item is created in the Dev Ops project, with the data from the mail.

4.) A mail with the ticket ID is sent to the creator.


In a separate flow

5.) If the ticket is edited or a comment is written on it, the ticket creator will receive an email.


A mailbox is monitored and a work item with an ID is created in Dev Ops from each new mail.

Also, when you write a comment on a work item in Dev Ops, the ticket creator receives it via email.

Now we want that when the ticket creator replies to this mail, that it is checked if this ticket ID already exists and if yes his mail is assigned as comment to the ticket. If the ticket ID does not exist then a new ticket should be opened.


I have no idea what such a flow should look like.
Will it be a single flow for creating new tickets as well as adding comments or should it rather be done with multiple flows?


I hope that one of you can show me what this should look like.


thanks, PatrickHH


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