Need to create Flow that sends email from account supplied in Form

[ChrisRoberts]

Hello,

I have a Form for a client to fill out when submitting data for a new user. I would like the Flow to take the Form data and send it as an email to our ticketing system, which will use the email to create a ticket. All works, but only because the form uses my 365 account as the connector to send the email, which makes the ticket appear as if I am the ticket creator and not the client.

How can I have the Flow send the email so that the client's email address is used instead. I've added a separate required line in the Form for the client's email address, but I don't see how to add it to the Flow without it looking like a "fake" email from that client. If it helps, the ticketing system is Autotask.

Thanks,

Chris R

[scotth82]

Hi Chris,

The problem here is that your account is the 'Connector' in between MS Forms, MS Flow, Outlook and your ticketing system.  I imagine the real problem here is that your ticketing system is using the sender email address and your can't spoof it as Flow would just fail saying your don't have permission to send from that email address.

Can you save the form entry to a SharePoint list and then use flow to create the ticket via the autotask API with a http request?

Thanks

Scott

[GabrielStJohn]

Hello, @ChrisRoberts!

Thank you for posting on the Flow Community Forum! Have you had an opportunity to apply @scotth82‘s recommendation to adapt your Flow? If yes, and you find that solution to be satisfactory, please go ahead and click “Accept as Solution” so that this thread will be marked for other users to easily identify!

Thank you for being an active member of the Flow Community!

-Gabriel
Flow Community Manager

[ChrisRoberts]

Thanks Scott. Sorry for my late reply. You were correct that Autotask uses the sender email address to match the domain with the company for ticket assignment, but I gave up on making that work. Instead I switched from Outlook to the generic Mail connector which gives each ticket created a generic assignment, but I've also added a line in the Form asking for the submitter's email address and used the Flow to list that email address at the top of ticket, along with a few other items that are normally set during the ticket generation. These items must all be set manually after the ticket is created, but at least everything is spelled out to minimize the extra time on our Ticket Dispatch team.

[tg_dd]

Replying 2 years late, but just in case it's still useful: Look into Autotask's ATES (Add Ticket Email Service) function. It allows you to send an email with an xml token that Autotask uses to assign the ticket to the proper company and contact automatically. I use this with a lot of different flows--saves us a bunch of time.