Help Desk · beginner
Microsoft Forms + Power Automate Ticket Routing System
A complete no-code ticket intake system — Microsoft Forms collects the request, Power Automate routes it to the right tier, and SharePoint stores the audit trail.
Project overview
Most help-desk teams today run on Microsoft 365. Showing you can deliver a working ticketing flow with NO code proves you can be useful on day one — without waiting for a developer to spin up Jira or ServiceNow.
Real-world use case
A 50-person company that wants its employees to submit IT tickets through a simple form and have them auto-route to the right Tier-1 technician based on category and urgency.
Tools and technologies
- Microsoft Forms
- Power Automate
- SharePoint
- Outlook
Skills you can demonstrate
Low-Code Automation, Service Desk Workflows, Microsoft 365
Build roadmap
- Get a Microsoft 365 dev tenant
Sign up for the free Microsoft 365 Developer Sandbox. It includes Forms, Power Automate, SharePoint, and Outlook with sample users. - Build the intake form
Create a Microsoft Form with: Requester Name, Email, Category (Hardware/Software/Access/Other), Urgency (Low/Medium/High), Description. - Create the SharePoint list
Build a "IT Tickets" list with matching columns + Status (Open/In Progress/Resolved) + Assigned To. This is your ticket database. - Build the routing flow
In Power Automate, trigger on form submit. Use a Switch action on Category to set Assigned To. Write the row to SharePoint. - Add SLA notifications
Add an Outlook step: email the assignee with a deep link to the ticket. Add a "Delay until" branch that escalates to a manager if Status is still "Open" past the SLA window. - Test and document
Submit 10 test tickets across categories. Verify routing, escalation, and SharePoint entries. Record the demo + write a clear README.
Ways to extend the project
Add an AI Builder action that auto-categorizes free-text descriptions into Hardware / Software / Access / Other before routing.
How to showcase your work
- GitHub: Export the flow as a Power Automate solution package + a README explaining the architecture and SLA logic.
- LinkedIn: Post a 60-second screen recording of an end-to-end ticket: form submission → routed email → SharePoint entry.
- Resume: Focus on "Low-code automation", "Microsoft 365 service desk", and "SLA-driven routing".