Helpdesk ticketing using flow

[babubaskaran]

Dear All,

I wanted to build a flow which will collect the information from users email and generate automatic email reply and work as helpdesk support email.  So it has to be as following method.

1) User sends email to helpdesk@email.com

2) User gets automatic email saying the email has been received

3) The task of this ticket assigned to a helpdesk support person

4) User gets email about the ticket has been asigned

5) Support person respond to the email and user gets reply

6) Once the resolution done the ticket will be closed

7) User will get email about ticket resolved and closed

All the above data has to be stored in a table which can be retrieved later period.  Is this possible using flow, please shed light on this.

thanks,

babu

[babubaskaran]

Forgot to mention following 2 things.

8 ) The data need to be shown how many tickets are open in a share point and with date and who is assigned to it

9) Daily report on all open tickets and its status to be emailed

[RobElliott]

@babubaskaran this is no problem with a SharePoint list and a couple of flows, 1 for items 1 to 8 and the second for item 9. I'll work up an example for you.

[RobElliott · Accepted solution]

@babubaskaran The flow is quite long but I think achieves what you want. Your list will no doubt have a lot more columns but for this example I've started with a simple SharePoint list structure:

 and the result we'll end up with is:

So the trigger for the flow is When a new email arrives (V3). You could get it to look for just the word Ticket or something similar in the subject line by clicking on Show advanced options and entering the word in the Subject field. The next action is to get the email so you select Message Id by clicking in the Message Id field and selecting Message Id from the dynamic content. We then want to add an HTML to text action to strip out all the HTML tags and leave us with just the message body. In the Content field we select Body from the dynamic content.

 The next action is to create the SharePoint list item. And for the issue column select the Output from the HTML to text action. Our title column is going to hold the email address of the person who submitted the ticket. The next action is to get that item that's just been created because that way we can use the ID as the ticket number.

 The next action is to send an email to the person submitting the ticket.

 The next action is to send an email to whoever will assign the task. In this case because we wanted to add a link directly to the item in SharePoint we clicked the </> icon and then have to add HTML tags for each line break etc, and that way we can add an <a href=... tag and select the Link to item from the dynamic content.

The next action is to add a Do until control and we've set the timeout to 8 hours and then you add another Get item. This will keep looking at the Assigned column in the list until someone has been assigned to the task. It doesn't have to be 8 hours, it could be 10 minutes or 1 month or whatever. So the person assigning will select the support person and save the list and then the Do until will move on to the next action.

That next action is to send an email to the person submitting the ticket telling them who has been assigned to the task.

And the next action is send an email to the support person, again clicking the </> icon which allows us to add a link directly to the item.

The next action is to update the SharePoint list changing the status value to In Progress.

We then need another Do until which will wait for up to 1 month for the support person to change the status to Completed. As before, we need another Get item in the Do until.

After the support person has changed the status to completed an email is then sent to the person who submitted the ticket telling them that it has been completed.

So the first email confirmation is as follows:

This is the email to the person assigning the task:

And we then tell the submitter that it has been assigned.

And the email to the support person has the link to the item:

And the final email back on completion of the task.

To see how many tickets are open and who has been assigned to them you don't really need a flow as this can be done by setting up views of the SharePoint list and filtering it on the status column is equal to Pending or In Progress.

I'll do the daily report flow for you separately.

Come back with any questions on this.

Rob
Los Gallardos
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[babubaskaran]

Hi Rob,

This is excellent detailed information, I will try this and keep you posted.  Thanks for your kind help on this.

[Setayesh2]

@RobElliott 

Perfect, Thank you

I have a question, would you help, please?

In the last step, I need to send attachments (if there is any) to end user. some times, service desk adds some files / instructions to ticket. how I can get them from sharepoint and send by email(last step). 

Regards

[chunsiong]

Hi i have a problem, when i follow the step above, it stuck on "Do until" and the whole process keep looping and re-create the new ID and keep sending email to my support email email address. may i know which part went wrong?

[PatrickHH]

Many thanks for this Flow.

I have recreated the flow on my end but the two do until functions do not work. As soon as the timer expires, the program continues, regardless of whether the trigger was fired.

In addition, it does not react to whether a trigger has been released. The timeout is also waited for there.

Can you help me with this?

[Fosse83]

Waking up an old thread but I really liked the content of this! I am curious if anyone has managed to solve how to group responses together with the original email, so that we dont create new tickets for each response if we communicate with the sender through email via a shared mailbox?

[madzia]

We have the same issue! Were you able to find an solution?

[madzia]

I just tested some outlook rules. So if you have certain reply emails with the subjects: completed, or in progress, you can set rules. I just tested it and it went straight to another folder and didn't create a duplicate ticket.

You can do the same with spam emails. Send them directly to another folder within outlook.

[mikemorales]

Hi, i have the same issue, did you got help with this? Thanks in advance.

[mikemorales]

Hi, i have the same issue, did you got help with this? Thanks in advance.

[Malibububu]

Ive done as written, the email is coming into a shared mailbox however when I test the flow it says a timeout error as the initial trigger isnt done( no email has been received into the mailbox) . What could be the problem?

[Malibububu]

I followed the steps and Initial tests worked and ran successfully, however when not testing and sending emails normally with the issue nothing happens. Now when i do test there is a timeout error although  i sent an email to the mailbox.What could be causing this gltich as now the flow doesnt run at all."Flow run timed out because the starting action was not performed. Please try again."

[Shull]

Hi,

Would somebody show me how to setup a flow, that when an item is modified in a list, that the items gets removed into another list, without it still showing in the main list?

Thank you

Sindy