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Power Platform Community / Forums / Power Automate / Building MS Form with ...
Power Automate
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Building MS Form with routable email with Power Automate

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I've just been informed that I'll be creating a support ticketing system for our company. The manager just purchased Forms, Power Automate and Power BI and is looking for ROI. Here's my delima as I have no programming experience. They want me to create a form that will support different branches, IT, HR, Accounting. They want a form created there the employee submits their request, and it is routed to the intended department based on their selection on the form. The employee gets updates on the status of their support ticket and long their request took to complete. Management wants to be able to have reports from the data. I've browsed the Internet and found this, Ticketing System in SharePoint: 14 Advanced Steps for Power Automate & Microsoft Forms. I understand most of it, but the email routing task is hard. Can anyone point me in the right direction? I'm getting headaches... Thanks in advance!
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  • Verified answer
    trice602 Profile Picture
    15,404 Super User 2025 Season 2 on at
    Hi,
     
    What you are describing is very doable and I have a handful of these running in production.  But it's a full project and lots of details; I'm suggesting it may be larger than a single thread question.
     
    Here's where I was start, baby steps:\, built a quick proof of concept.
     
    1)  Start designing a Microsoft Form.  Don't go overboard on design, start off with 10 questions, no branching, etc.  Your goal is to just post responses from Forms to a SharePoint.
     
    2)  Step 2: create a SharePoint with 10 columns that will hold the Form responses.  Then you can add in status, submitted by, submitted time, and assigned department as 4 additional columns you might have a list with 14 columns to start.
     
    Make status a choice column, submitted by a people column, submitted time (date), assigned department a choice column.
     
    Here's the basic framework for a Forms to List automation.
     
     
    I recommend just getting this part up and running.  BTW:  you don't have to have any programming experience to work with Power Automate; just a desire to figure it out.  This is all very low-code, drag and drop, and pretty easy for 95% of most automations.
     
    I hope this helps!
     

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    Tom

     

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  • Verified answer
    creativeopinion Profile Picture
    10,502 Super User 2025 Season 2 on at
    @CU12022047-0 I just uploaded a new YT Tutorial that you might be interested in:
     
    Are you using the Switch action in your flow? While it seems like a simple way to handle multiple conditions, it can quickly become inefficient and difficult to manage.
     
    Here’s why:
    ❌ You can’t use dynamic content in the Equals field.
    ❌ You have to manually recreate the same actions for each case.
    ❌ Any updates require you to edit every single case individually.
     
    This results in a flow that’s repetitive, hard to scale, and a nightmare to maintain.
    In this tutorial, I’ll show you how to replace redundant Switch actions with a **Dynamic Reference Key**—a simple but powerful way to streamline your flows. Instead of repeating the same actions over and over, you’ll create a **lookup-style structure** that makes your flows more efficient, scalable, and easier to update.
     
    IN THIS VIDEO:

    ✓ Why the Switch action is inefficient and what to use instead
    ✓ What is a Dynamic Reference Key
    ✓ Creating a custom look up in Power Automate
    ✓ Using a Dynamic Reference Key instead of writing an expression with nested if() functions
    ✓ How to use a Dynamic Reference Key to reduce actions in your flow
    ✓ How to use a Dynamic Reference Key to route emails to different recipients based on a MS Form Selection
    ✓ How to reduce redundancies in your flow by using a single Send an Email (V2) action instead of multiple instances
    ✓ How to use a Dynamic Reference Key to send email notifications 90, 60 and 30 days from today’s date

    -----
     
    I also have a couple of Power Automate/MS Form Tutorials that you might find helpful:
     
    In this Microsoft Power Automate tutorial, I’ll show you how to get your Microsoft Form responses into SharePoint. I’ll cover how to build a Microsoft form with conditional fields by using branching. You’ll learn how to format your multiple choice responses for a SharePoint multi-choice column as well as converting it to text. I’ll also show you how to take a text response and convert it to a number with a switch action and with an expression. 
    After adding the response to SharePoint, we’ll send the user an email confirmation with all the details of their form submission.
     
    At the end of the video I’ll show you a few tips and tricks on working with a SharePoint list.
     
    IN THIS VIDEO:
    ✓ How to get a Microsoft Form Response into SharePoint
    ✓ How to get a Microsoft Form ID
    ✓ How to get a Microsoft Form response
    ✓ How to Build a Microsoft Form with Conditional Fields
    ✓ How to used Branching in Microsoft Forms
    ✓ How to format Microsoft Form multiple choice responses for a SharePoint multi-choice column
    ✓ How to parse a Microsoft Form multiple choice response as string of text
    ✓ How to convert a text response to a number
    ✓ How to use the Switch action
    ✓ How to create a custom email confirmation for a Microsoft Form submission
    ✓ How to Create a Custom View in a SharePoint list
    ✓ How to use the Compose Action
    ✓ How to write Power Automate Expressions
     
    ----
     
    How to Get Microsoft Form File Uploads Attached to an Email 📧
    Are you stumped when it comes to handling a response without any file uploads?

    In this Microsoft Power Automate Tutorial I’m going to cover where file uploads from your Microsoft Forms are saved. I’ll also show you how attach the uploaded files to an email and how to dynamically name the files and customize the recipient of the email based on the selections made in your Microsoft Form. I will also cover how to handle responses that don’t include any file uploads.

    IN THIS VIDEO:
    ✓ Two types of MS Forms
    ✓ Where Microsoft Personal (OneDrive) Form File Uploads are Saved
    ✓ Where Microsoft Group Form File Uploads are Saved
    ✓ How to Add a File Upload Question to an MS Form
    ✓ How to get a Microsoft Form ID
    ✓ How to get a Microsoft Form Response
    ✓ How to Get the Dynamic Content Microsoft Form File Upload Content
    ✓ How to handle Single and Multiple Microsoft Form File Uploads
    ✓ How to use a Scope action to Organize and Group Your Flow Actions
    ✓ How to Get the File Content from an MS Form File Upload
    ✓ How to Collect All Files Uploaded to a MS Form and Attach to an Email
    ✓ How to Handle MS Form Response When a File Isn’t Uploaded
    ✓ How to Create an Email Key
    ✓ How to Send an Email to a Specific Recipient Based on Form Selection
    ✓ How to Create a Dynamic Output Based on Form Selection
     
     
    Hope this helps!

    Consider giving me a ❤️ if you liked my response!

    👉 Level up your Power Automate skills by checking out my tutorials on YouTube
    👉 Tips and Tricks on TikTok and Instagram

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