Internal ticket Solution needed

Question

We have been looking for an internal IT ticketing solution or a help desk software much like this, built on SharePoint environment to manage both our internal IT ticketing and Customer support tickets. We currently have a help desk software built on SharePoint with minimum functionalities, we built it on our own using the basic SharePoint out of the box web parts and some custom programs. But we are in the need of more functionalities, we need to be managing all these tickets without any issue or losing one in transition. Since we already have one on SharePoint, a solution built on SharePoint would a much better way for us to migrate without any hassles.

One of the main feature we are looking for is something that can replace the manual ticket creation process and have automatic ticket creation in place, since manual ticket creation for a lot of incoming requests has the risks of data loss. Also automatic notifications to the team when a new ticket is created, so that the team can start working on it as soon as it comes in. And with notifications we can keep track of the tickets right, that way we can ensure the proper handling of a ticket. While we are looking for more features we do not want the solution impossible for our team to understand and work with, i mean who has the time to deal with a long time training process. And most importantly security, we know something about SharePoint permission levels, obviously these will be implemented in the solution we are looking for. And of course we are looking for a solution that assigns these tickets as tasks to users, obviously task management is also an expected feature.

With all the SharePoint tech experts here, i am sure one or two of you could be of my help. Please do share your insights. Thanks in advance!!

Answer 1

Hello @jthirth21 ,

You could auto ticket creation and auto notice whole team using MS Flow in SharePoint Online .

Please follow the steps below:

1.Create an Issue Tracking List

2.Create MS Flow workflow

3.Test your MS Flow

Thanks,
Echo Du

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