If your business needs a help desk app and you currently have a subscription to Office/Microsoft 365, I’m going to walk you through a simple and free solution to get up and running in minutes. I’ll talk about what requirements are needed for this solution, walk you through a demo of the basic tool, offer customization ideas, and then share links at the end to get it setup.
IMPORTANT ERROR WORKAROUND!!! Downloading the Power Apps package (zip file) from the template gallery may throw an error after importing when trying to edit the app (due to changes in PowerApps sometime after this blog was made). If it does, please use this modified zip file instead which should work without error.
This solution uses three different Office 365 apps: Power Apps, Power Automate, and SharePoint. Most Office/Microsoft 365 subscriptions come with these apps, but to double-check, you can go to www.office.com, click on `All Apps` in the lower-left corner, and make sure you can see each app in your list.
In regards to SharePoint permissions, you’ll need the ability to create a list (and also a site if you want your list on its own site) and to grant member status (at the site level) to anyone who will be using the app.
First of all, as you’ll see in these screenshots this app is built for mobile by default, but reconfiguring it for desktop is an option. When you open the app in Power Apps, you’ll get a login screen to choose whether you’re a user or admin (which affects what you see).
If you sign in as a user, you’ll have the ability to create a new ticket with a title, category, priority, and description.
After clicking `Create`, you’ll be taken to a list of all the tickets you’ve previously created.
From here you can edit or delete your tickets, as well as see any changes made by admins to their “status” and “assigned to” fields. Speaking of admins, let’s take a look at the app from their side. While their list of tickets looks very much the same (with the exception being they see all tickets instead of their own), they get a lot more editing power than a user with the ability to update “status”, “percent complete”, and “assigned to” (as well as the fields a user can edit).
As admins and users update tickets, changes will be seen immediately by the other party.
Let’s take a look at the SharePoint list where the ticket data is being stored. It’s pretty basic with columns for each of the properties a ticket has – “title”, “description”, “category”, “percent complete”, etc.
The final component of this app is email notifications triggered by a Power Automate flow. Notifications are sent to admins when a new ticket is created by a user, and to the user when tickets are updated by admins. The email includes basic information about the event, as well as a link to view the ticket info in SharePoint.
The flow that powers these notifications is pretty simple – it triggers from Power Apps when a ticket form is created or edited, finds the data for that ticket in SharePoint, looks at the ticket’s status, and sends an email based on that status. Here’s what the email step looks like for a newly created ticket.
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