A ticketing system centralises issue reporting, prioritises tasks, and gives teams full visibility into resolution progress. It simplifies how organisations handle requests – whether you’re dealing with access issues, device problems, or system escalations. By logging, categorising, and tracking every ticket, you reduce friction, eliminate ambiguity, and improve turnaround times.
SharePoint already sits at the heart of collaboration in many enterprises, which makes it the ideal platform for an internal ticket portal. Combine it with Microsoft Forms and Power Automate, and you can build a fully automated solution without additional licensing or third-party tools.
This guide takes you through each stage of building a ticketing system in SharePoint with Power Automate and explains how the moving parts work together. By the end of this article, you’ll have a clear roadmap to implement a ticket system with Power Automate, along with tips to optimise it for your business.
So, let’s break down the steps.
Are you looking for specific SharePoint requirements?
A) Design Your Form for a SharePoint Ticketing System
The foundation of any ticketing system is a well-crafted form that captures essential details from users. Microsoft Forms, seamlessly integrated with SharePoint and Power Automate, provides a simple yet powerful way to collect ticket information.
Step 1: Create a Microsoft Form
- Go to Microsoft Forms.
- Select New Form.
- Give your form a title such as IT Support Request or Service Desk Ticket.
- Write a short description to clarify the form’s purpose.
Step 2: Add Required Fields
Add fields that help your IT team assess and act on requests without additional follow-ups. Consider including:
- Requester Name
- Email Address
- Department
- Ticket Category (Hardware, Software, Access Request, Network Issue, etc.)
Priority (Low, Medium, High, Urgent) - Description of Issue
- Attachments (optional)
Use the Add new button to create these fields, selecting the appropriate question type (e.g., text, choice, or file upload). Ensure the form is intuitive and avoids unnecessary complexity so that the Power Automate for ticketing system workflows receive clean, structured data.
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Step 3: Customise and Test the Form
Customise the form’s theme to align with your organisation’s branding. Use Preview to test the form on desktop and mobile. Submit a few test entries to confirm every field behaves as expected.
Once satisfied, save the form.
Open Settings within Microsoft Forms and configure:
- Enable Record name (if required).
- Allow file uploads (if applicable).
- Enable email receipts for confirmation.
Step 4: Publish and Embed the Form in SharePoint
Once the form is ready,
- Select Share → Copy link.
- Go to your SharePoint site and edit or create a page.
- Add the Microsoft Forms web part.
- Choose your form and configure its display options.
- Publish the page.
Users can now submit tickets directly inside SharePoint.
The finished form serves as the starting point for your ticket system with Power Automate and feeds consistent data directly into your automation workflow.
B) Building the Ticketing System in SharePoint with Power Automate
After preparing your form, you can connect it to SharePoint using Power Automate. This builds the workflow that logs, routes, and tracks tickets.
Power Automate for ticketing system workflows converts form submissions into SharePoint list items, triggers notifications, and updates status changes automatically.
Step 1: Create the SharePoint Ticket List
A SharePoint list acts as the database for all tickets.
- Go to your SharePoint site.
- Select New → List.
- Choose Blank list.
- Add columns that mirror your form fields:
- Requester
- Department
- Category
- Priority
- Description
- Status (default: New)
- Assigned To
- Created Date (auto-generated)
This list will serve as the central dashboard once your ticketing system in SharePoint with Power Automate is fully configured.
Step 2: Create a New Flow in Power Automate
- Open Power Automate.
- Select Create → Automated cloud flow.
- Name your flow (e.g. IT Ticketing System).
- Choose the trigger: When a new response is submitted (from Microsoft Forms).
- Select your form created in Section A
Step 3: Get Form Response Details
After the trigger, add another step:
- Choose Get response details (Microsoft Forms).
- Select your form.
- Map the Response ID from the trigger.
This retrieves every field submitted in the form.
Step 4: Create a SharePoint List Item
Insert the Create item action for SharePoint.
- Site Address → Your SharePoint site
- List Name → Ticket List
- Map each field from Forms to the matching SharePoint column
This is where Power Automate for ticketing system logic starts taking shape, converting form submissions into structured database entries.
Step 5: Send Acknowledgement and Team Notifications
Add a Send an email action to notify the IT team of new tickets. Use the Outlook or Microsoft 365 connector, depending on your setup. Configure the email to include key details like the ticket’s Subject, Category, and Description, pulled from the form response. You can also include a link to the SharePoint list item for quick access.
An email confirmation setup can look like this:
- Add an Outlook – Send an email (V2) action.
- To → Requester Email
- Subject → Your ticket has been received
- Body → Include details and ticket ID
- Optionally CC the IT team
Consider adding a second notification for your IT team
- Include category, priority, description
- Add a hyperlink to the SharePoint item
This keeps both the requester and the IT team in sync.
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Step 6: Automate Status Updates
To keep submitters informed, add a Condition action and monitor the Status field.
For example:
If the status becomes Closed → trigger a “Ticket resolved” notification.
This action notifies the submitter that you’ve resolved their issue.
Step 7: Test and Activate the Flow
Test the flow by submitting a ticket through the form. Verify that the SharePoint list updates, notifications are sent, and status changes trigger the correct actions.
Turn the flow On once everything works.
By creating a ticketing system in SharePoint with Power Automate, you’ve automated ticket logging, assignment, and communication, saving time and improving transparency.
Optional enhancements you can consider.
You can extend this system with:
- Automated assignment rules
- Workload-based routing
- SLAs and timers
- Escalation paths
- Reminder flows
- Teams integration
- Power BI reporting
Power Automate gives you the flexibility to mature your processes over time.
C) The Final Result: A Fully Functional Ticket System with Power Automate
The culmination of your efforts is a fully functional ticket system with Power Automate that streamlines IT support processes. Once the setup is complete, your organisation runs a streamlined ticket system that:
- Accepts tickets through an intuitive form
- Logs requests instantly in SharePoint
- Notifies teams automatically
- Tracks progress from New to Resolved
- Stores communication centrally
- Supports custom automation rules
At this stage, your ticketing system functions as a central command centre for issue resolution, resource allocation and service tracking – without external software.
You can extend it further using escalation rules, Teams-based collaboration, or analytics dashboards, ensuring ticketing system efficiency as a long-term advantage.
Conclusion
Building a ticketing system in SharePoint with Power Automate gives your organisation the tools to create a clear, rapid, and reliable support workflow. Combining Microsoft Forms for easy data capture, SharePoint for structured tracking, and Power Automate for ticketing system logic ensures a scalable, future-ready solution.
At Neologix, we have spent more than two decades helping organisations unlock real value from SharePoint. If you need a customised, production-ready ticket system with Power Automate, our team will work closely with you to understand your environment, map your processes, and implement a robust system that enhances communication and operational efficiency.
Contact us at info@neologix.ae or +971-521043226, and let’s build a SharePoint-driven ticketing solution that supports the way your business works.
