Power Platform Community Forum Thread Details

Hi - we are a small sales department with a shared inbox where most of our customer requests for quotes, orders, customersupport requests and so on lands. We are looking into a ticketing system that can gather information from the customer, making it easier for our sales team to save data in one place. We dont need a big, fancy solution, so we were investigating if something could be done in the microsoft environemt such as Planner, To Do and so on.

Needs:

Easy overview of historic contact with customer inclunding previews conversations, pictures and so on

Possibility to create a ticket manually from private inbox, if a sends a request directly to a sales member

Notifications - when a ticket is not opened for X amount of time, notify agents

Rules - certain tickets needs to be prioritized

Groups of agents - possibilty to make dedicated sales groups, accounting groups, warehouse groups etc

Forms - possibility to embed a form to our website

There may be things we have not considered and therefore any suggestions are more than welcome.

We have looked a bit into Desk365 operating in Teams, but maybe this is too complicated for our needs.

We have no previous experience with these kind of ticketing systems.

Many thanks in advance.

Categories:

Building flows

It’s great to hear that you’re exploring options within the Microsoft environment for your ticketing system needs. Based on your requirements, it sounds like a combination of Microsoft Power Automate, Planner, and To Do could indeed help you build a solution tailored to your needs.

Here are a few suggestions to get you started:

Power Automate: You can create automated workflows to manage ticket creation, notifications, and prioritization rules. For example, you can set up flows to create tickets from e-mails, notify agents when tickets are not opened within a certain timeframe, and prioritize certain types of tickets.
Microsoft Planner: Use Planner to organize and track tickets. You can create different plans for sales, accounting, and warehouse groups, and assign tasks (tickets) to specific team members.
Microsoft Forms: Embed forms on your website to collect customer information and automatically create tickets in Planner or To Do using Power Automate.
To Do: Manage individual tasks and follow up on tickets from your private inbox.
Beginners Guide to Power Automate: review this resource for getting started with your project: A Beginner’s Guide to Microsoft Power Automate in 2025 | Desk365. Since this reference is on the site of the tool you looked at, this would tell me they are using Microsoft Power Automate to do exactly what you want to do. They've just done all the setup and configuration for you so you can just import it into your environment.

While these tools can provide a robust solution, it will require some initial setup and customization to meet your specific needs. I recommend starting with a basic setup and gradually adding more features as you become more comfortable with the tools. If you encounter any challenges or have specific questions along the way, feel free to post them here. The community is always ready to help! If you feel this is over your head, you might need to hire a consultant who specializes in Power Platform development.

Best of luck with your project!