The project aims to develop a custom PowerApp integrated with Microsoft Teams, designed to streamline support ticket management by enabling users and support representatives to interact seamlessly with Dynamics 365. Leveraging Microsoft Entra for secure authentication, the app will provide distinct user interfaces tailored to the needs of end-users and support representatives.
Users will be able to view, search, and filter their tickets, while support representatives will manage and update tickets directly from the app. The app will also feature built-in messaging and attachment capabilities, allowing for direct communication and the exchange of documentation. Additionally, an email notification system will be implemented to alert users and support representatives of any new comments or updates on their tickets, ensuring timely and effective communication.
We designed and developed a comprehensive Service Desk Ticketing System using Power Apps (canvas app) to efficiently manage and track support tickets. The system leverages SharePoint as its primary data source, ensuring that all records, including ticket details, user interactions, and attachments, are securely stored and easily accessible. By utilizing SharePoint, we were able to create a centralized repository that supports data integrity and enables seamless collaboration across teams.
To enhance accessibility and user engagement, we integrated the Service Desk Ticketing System with Microsoft Teams. This integration allows users to conveniently access the application directly from within the Teams environment, eliminating the need to switch between different platforms. Users can raise, view, and manage their support tickets without leaving Teams, streamlining their workflow and improving overall efficiency. The integration also facilitates real-time collaboration between users and support representatives, fostering a more responsive and effective support process.