Workflow for customer support

Hi MattNuzum,

my first thought was using MS Planner or MS Lists (SP lists) in combination with Power Automate to track your customer requests.

Just a quick example of ms planner

Available triggers for Planner:

Power automate has great cabapilities to create Task items or react to certain changes in the Planner.

Process Idea using MS tasks:

1) Customer mail incs at shared mailbox team@
2) Power Automate creates item in tasks in a certain bucket with reference to the mail, attaches the mail as attachment to the task, fills the task with template 2Dos, marks the case in regards to certain critieria or status

3) Power Automate: Time scheduled flow that checks all items in the planner from time to time an reacts on certain status, buckets or flags.

E.g. when Planner Item is in bucket "A" and a User is assigned forward the mail to the assigned user.

Example of each individual case in planner (there is even a comment section a little bit lower)

 

With some scheduled flows on each bucket of the planner you can almost create any custom reminder or even use the standard reminding functionalities of planner.

You can implement this in any MS Teams channel and share the planner with the individual employees. If you want to seperate the cases more then work with multiple planners and flows.

I think MS Planner should do the Job here for you, as far as I understand your requirements. SP Lists (MS Lists) would be an even more costumizable solution.

Cheers