Power Platform Community Forum Thread Details

My goal is to create a feedback survey using Microsoft Forms and automate the process so that the survey link is sent to users automatically after resolving a support request on my IT service desk. We are 15 IT officers, and after any of us sends a resolution email to a user, the feedback request should go out.

Here’s the flow I’m trying to achieve:

After an IT officer sends a resolution email to the user (from their Outlook account), I want Power Automate to detect that action (specifically, a sent email with a subject like “Resolved” or “Issue Closed”).
Once detected, Power Automate should automatically send a follow-up email to the same user with the feedback survey link.

I’m wondering:

Is there a reliable way to set up a Power Automate flow to monitor Sent Items and trigger an email with the survey link upon detecting a closure email?
If not, is there a workaround to achieve this type of feedback request without using a ticketing system?

Any guidance, detailed steps, or alternative approaches would be greatly appreciated!

Thank you so much in advance!

Categories:

Building flows

Hi,

Here would be my suggestion. I would create a Shared Mailbox. Anytime you send out emails, either they come from that account, or you have to make sure they are added.

Monitoring each person's sent items requires you to have a flow per person. But if you had a shared mailbox that either you used to SEND the emails and or make sure it gets them.

If you send them, then yes you could monitor that mailbox's sent items. If its going to get these emails, you can monitor for when an email arrives. And send back what you want.

Those ways would be how you can do it.

Step 1 (if using a Shared Mailbox)

Step 2. Add a condition to verify if Resolve or Closed is in the Subject (or check the body)

Step 3. In the Yes side send the Survey in Email

For this step, you would take the To or CC or BCC depending on where the Targeted users email we used.

So put the users email in To, put the SharedMailbox in CC or BCC. Then you can just grab the To value in the below image and email the targetted person the survery