Develop Ticket Management System using Power App and Power Automate

Background

Users in FMCG Industry are using data management platform for data reporting and always meet issues with data, such as data discrepancy, data missing. Users usually report issue through email to admin and admin frequently miss the issues because receive many emails at once consists of personal and issues email. Impacting delay in creating data report and business decision making.

Initially, I want to use 3rd party ticket management system, but cost is too high which cost $30,000/year and cost is not suitable with team budget.

Solution

I develop Ticket Management System using Power App and Power Automate which can be used by admin to track all issues reported by user. Since, my team has subscribed to Microsoft product and I can use it for free.

How does it work?

1. Since majority of users are non technology team, I want to ensure users can easily report problem by using Microsoft Form. User need to fill in issues detail and attach supporting file, ex excel, power bi file.

2. Power Automate will connect user’s Microsoft Form response to Sharepoint List.

3. Admin can track all users issues from a dashboard in Power App and admin will also receive email notification for every new issues reported. Admin in home page can filter tickets based on status, priority, ticket number, name.

4. Admin select one issues from home page and see issue details, admin can also download attachment file submitted by user.

5. Admin can update issue from Power App and will redirect admin to Microsoft Outlook with autofill body email based on the ticket details. Admin can update or respond user about their issues.

Impact

1. Reduce cost up to 83% and only pay for security protection cost for this ticket management system developed using Power App and Power Automate
2. No users issues are missed and admin can track all users issues from one dashboard
3. Ticket management system can be scaled up to other platforms. In future, all issues from multiple platforms can be managed by one dashboard with multiple admins.