Create a Ticketing System in SharePoint with Power Automate

In this article, we will explain how to create a ticketing system in SharePoint using Power Automate. As an example, we used Plumsail Forms and created a flow which will generate a HelpDesk ticket in Plumsail SharePoint HelpDesk, but you can use Microsoft Forms, or any other forms which have a trigger when a new response or a new form is submitted in Power Automate.

One of the simple ways to improve communication with clients or within a company is to create a custom form that can be used to send a feedback, to report a problem, to request assistance or just to get some information in general.

The first step is to design a form for customers to submit tickets and use Plumsail HelpDesk connector in Power Automate (Microsoft Flow) to create a new ticket in Plumsail Helpdesk for Microsoft 365.

This is an example of the form that will create a ticket:

Plumsail form to create a ticket

Design a form for SharePoint ticketing system

The first step is to design a form which will be used to collect responses from users. We will do it with the help of Plumsail Forms, but you can use any other forms solution that can submit data to Power Automate (Microsoft Flow).

Think about what information might need to be specified: a subject for the ticket, request’s category, customer’s location, operation system, etc.

Don’t forget to include the Submit button, so the form can be actually submitted. Flow only starts operating once the form is submitted.

This short article gives a better understanding of how to work with Plumsail Forms.

Here’s a simple form designed to receive messages from customers:

A simple form in Forms Designer

Once you design and save the form, place it on a page where you would like the form to appear. You can add it to your public website or a page in SharePoint Online in Microsoft 365.

Create a flow in Power Automate for SharePoint ticketing system

Now, we will explain step by step process for creating a flow in Power automate which will create a HelpDesk ticket when an online form is submitted. You will also find a screenshot of the complete flow at the end of the article.

First, open Power Automate (Microsoft Flow), go to My Flows, click Create and select Automated cloud flow. Search for and add Plumsail Forms — Form is submitted trigger.

Next, you need to fill in Form ID. You can find the Form ID in the Plumsail Forms if you click the Flow button. Alternatively, you can always check it in your Plumsail account.

Form is submitted action

Configure the flow for ticketing system for SharePoint

We need to prepare an array of attachments, that we will put in Plumsail HelpDesk  —  Create a ticket action when composing the ticket.

Add a new action and search for Variables  — Initialize variable action. Enter a name for the variable and choose the Array type for it.

Initialize Array Variable

Now, you need to add HTTP  —  HTTP action to download files from the URLs created on the form submission.

In the opened window select GET in Method drop-down list and add URL to the Uri field. This will automatically transform this action into repeating one which will be performed for each file in Attachments.

As a result, you will get something like this:

HTTP — HTTP action

Now, inside of the loop, add Data Operations  —  Compose action.

Enter an element of the array into the Inputs as shown in the screenshot below. We will reference it in the next action.

Compose an element of the array

Add Variables — Append to array variable action and append here the output from the Compose operation:

Append to array action

The array of attachments is ready, now we can move to the last step — creating a ticket in Plumsail HelpDesk using Plumsail HelpDesk connectors.

Create a ticket for SharePoint ticketing system using Power Automate connector

We will use Plumsail HelpDesk  —  Create a ticket action.

Plumsail HelpDesk connector allows you to work with Plumsail HelpDesk with the help of Power Automate (Microsoft Flow).

Add Plumsail HelpDesk  —  Create a ticket action and use fields from the form to compose the ticket.

Add the Array of result files we received in the loop to the Ticket Attachments field and click Show advanced options to add JSON schema with custom fields.

Create a ticket action

Finally, press Save Flow, unless you want other actions to take place after an email is sent.

So, here is the complete flow:

Complete Flow

Final Result

Here is a preview of the form we created in the first step filled with some information for demonstration purposes:

Plumsail form to create a ticket

And here is the ticket created in Plumsail HelpDesk for SharePoint using Power Automate action - Create a ticket:

Ticket created in Plumsail HelpDesk

That is it. These simple steps will help you to improve communication with clients or within your company.

Try creating a ticketing system for SharePoint using Power Automate

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