Support System Automation
Overview
Designed and implemented an automated ticket support system using Microsoft Power Platform to streamline IT support operations. The system integrates Power Automate workflows, Microsoft Forms for ticket submission, SharePoint for data storage, and Teams for notifications.
Challenge
The support team was overwhelmed with email-based requests, leading to missed tickets, slow response times, and poor tracking. There was no centralized system to manage and prioritize support requests.
Solution
Created an automated workflow using Power Automate that captures form submissions, creates tickets in SharePoint, assigns them based on category, and sends notifications to the appropriate team members via Teams. Implemented SLA tracking and automated escalation for overdue tickets.
Impact
- • 40% reduction in average response time
- • 35% improvement in issue resolution efficiency
- • Eliminated lost or missed support requests
- • Better workload distribution across team
Key Features
- • Workflow Automation
- • Team Collaboration
- • Automated Ticket Assignment
- • SLA Tracking
- • Teams Integration
- • Real-time Notifications