How to create a ticketing system with SharePoint and Forms

Question

I want to create a support ticketing system:

1. Microsoft Forms as Frontend
2. SharePoint as Backend
3. Power Automate Flow

Answer 1

@Anson Antony

in short:
Look at this Blog post here as a starting point:

• https://powerautomate.microsoft.com/en-us/blog/building-scratch-forms-responses/
  For each response item there is here an example to add rows in an Excel workbook instead of SharePoint:
• https://learn.microsoft.com/en-us/power-automate/forms/popular-scenarios#add-form-responses-to-an-excel-worksheet

or take the shortcut and use this Power Automate template flow:
https://emea.flow.microsoft.com/en-us/galleries/public/templates/2be590104bdd11e78896d10a96d3fac3/record-form-responses-in-sharepoint/

long:
You might start with noting down your requirements first in order to figure out if the way you try to tackle it down will be fine mid-term.

Just some thoughts:

• anonymous / internet access required for FORMS replies
• Forms questionnaire ownership
• Power Automate Flow ownership
• attachment upload function optional required
• user lookup
• input validation
• any kind of notification / acknowledgement back to the responder needed
• aso

depending on a few of the above answers Forms might not be a sufficient fit for your demand.

Answer 2

Hi @Emily Du-MSFT & @Micca

Thank you for the suggestions and references.

I have now built a complete ticketing system and documented the entire steps here:

https://www.askeygeek.com/ticketing-system-in-sharepoint/

Thank you,
Anson

Answer 3

@Anson Antony

You could use Power Automate Flow to record Microsoft Form information into SharePoint list.

First, you should create corresponding fields in the Microsoft Form and SharePoint list. Then create a flow to record information as following articles show.

References:

https://techcommunity.microsoft.com/t5/microsoft-forms/ms-forms-data-stored-in-sharepoint-list/m-p/279290
https://powerusers.microsoft.com/t5/Power-Automate-Community-Blog/Record-Microsoft-Form-choice-response-to-the-SharePoint-list/ba-p/661894

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Answer 4

Is there a way to generate tickets in sharepoint from an email address? For example, I want to allow a customer to send an email to a support email address that when sent would automatically generate a ticket in SharePoint