Showing results for 
Search instead for 
Did you mean: 
Post Partisan
Post Partisan

Re-open helpdesk tickets based on conditional text?



I am building a Helpdesk system using SharePoint lists. When a ticket is closed we have a choice column set with the choice of "Closed" - when this occurs, the user who submitted the request receives an email advising their ticket has been closed.


I'm wondering whether its possible to re-open these tickets when a user replies to these emails? I know from testing this just creates a new item in SharePoint based on my new ticket workflow.


If we have the previous ticket reference in the subject line ie. [CXP- (where CXP- is the prefix before the SharePoint ID column being added (CXP-01), do you think it would be possible to match this reference against an item already in the list and if it exists, update that SharePoint list item and change its status back to "Open" ?



Solution Sage
Solution Sage

Hello Team,


This is absolutely possible.


What you can do is try to write a logic to grab the ID from the Subject line CX-12, so Grab 12 and then just fetch the item using "GET ITEM" action, post which all you need to do is update the item properties.






If this reply has answered your question or solved your issue, please mark this question as answered. Answered questions helps users in the future who may have the same issue or question quickly find a resolution via search. If you liked my response, please consider giving it a thumbs up. THANKS!





On my closure workflow, the user receives an email with this in the subject line:

"Your Ticket [CXP-ID] has been resolved (where "ID" is the SharePoint list item ID)"

I figured that if a user replies to the resolution email the subject line will read:

"RE: Your Ticket [CXP-28] has been resolved"


This is my current workflow for sending emails from a shared mailbox to a SharePoint list.


I'm thinking the Get Item and Update Item actions would need to be after the When a new email arrives in a shared mailbox (V2) action? However when doing so, and adding my site and list name, there is no option to select ID ?


Any ideas?



Helpful resources

UG GA Amplification 768x460.png

Launching new user group features

Learn how to create your own user groups today!

Community Connections 768x460.jpg

Community & How To Videos

Check out the new Power Platform Community Connections gallery!

M365 768x460.jpg

Microsoft 365 Collaboration Conference | December 7–9, 2021

Join us, in-person, December 7–9 in Las Vegas, for the largest gathering of the Microsoft community in the world.

Top Solution Authors
Users online (3,445)