I created one ticketing system (helpdesk) with Sharepoint+Flow. User create request(list item) from the custom list and it will trigger the FLOW to send an email from an shared mail box when it is created or modified. Then the operator will update the request and also the mail will be sent until the status become closed.
It works fine basically but the mails sent by FLOW cannot be folded as conversation/thread even the title and the sender is same. It would be useful if there is some solution that can realize this function.
Is there anyone have same need or is there any solution already?
Thank you for your ideas in advance!!
Hi @victorwc ,
Could you share a screenshot of your flow? Do the recipients reply to the emails?
I have set up the flow likes below to test this issue:
I then found that if email recipients don’t reply to the email, the emails won’t be folded as conversation/thread.
You can test this by sending emails directly from one email address to another one. All the emails will be considered as New if there is no Reply to them, so they won’t be folded as conversation.
Hi @v-yamao-msft ,
Thank you for your reply.
There will be no responses to these mails.
Since our goal is to let user use sharepoint list only to update infomation and add append-only comments, so no reply of mail is accepted. Mails are considered as notifications, not communication tools.
Some existing ticketing system like Zendesk, Redmine can do same functionality without communication by mails, so I suppose it is technically possible. It is just I dont know how to realize this with Sharepoint and Flow.
I found another topic indicating that Conversation ID is the element used for fold the conversation, maybe that is the missing part.
Hi @victorwc ,
Thanks for sharing the idea.
It is currently a not available feature for Flow.
Please feel free submit your request on Flow Ideas Forum, so that it might be taken into consideration in future releases: