How to forward a ticket from one HelpDesk instance to another

Adding custom column

We’ll add a custom Yes/No option to the ticket list and activate itwhen a ticket goes to another HelpDesk. By default, the option is set to No.

Creating Helpdesks API keys

We’ll need to create Helpdesks API keys for each Helpdesk instance.

In my case, I use two Helpdesks to forward tickets, so I’ll create Helpdesk API keys for each of them.

Now let’s move further and create a Microsoft flow to forward tickets.

Create Microsoft Power Automate Flow

Microsoft Power Automate is a very flexible instrument to integrate different services into one flow and migrate data among them.

1. Create a flow that will be started on a selected list item and add a drop-down input to select the HelpDesk you need.

2. Get the source ticket using its ID from the dynamic content and all its comments using HelpDesk actions.

3. Add Switcher to the flow to cover all possible values.

4. In our example, we have 2 Helpdesks. Let’s add 2 cases for this and use Create a ticket action from the Plumsail connector.

For each Helpdesk case I select the API key

5.Select dynamic content from Get a single ticket action.

6. Use this expression to get the initial comment from the source ticket:

first(outputs('Get_all_comments_for_a_ticket')?['body']).body

7. Finally, start the flow from the Helpdesk interface.

This is the whole flow

Using Custom field

We create a custom field to prevent sending emails to the ticket requester after transferring it to another Helpdesk.

We can activate the field in the target Helpdesk

and then add extra condition to the trigger Notification: Requester - New ticket

Conclusion

We checked a simple case of transferring tickets between two helpdesks. You can add more cases to the flow to move tickets among several helpdesks.