Create an Internal Support Ticket Hub with Microsoft Lists, Forms & Power Automate
Setting Up the Support Ticket Portal First, we will set up the support ticket portal. This is where ticket requests will populate, be triaged, assigned and managed. It's a central location where the support team members can keep track of their tasks as well as keep the client informed through automated notifications upon status changes. Let's get started! 1. Create the Microsoft List: Navigate to Microsoft Lists from the Microsoft365.com App launcher in the upper left. Select the “+ New list” and choose the “Issue Tracker" template. Fill out the list information (name, description*, color*, icon*, and associate it with a team or save to your lists) and select create to make your form (*optional). In this case, associating the list with a team is required as it is needed for notification purposes later on in the tutorial. Review the list items from the template and customize the list to what your organization needs. Include columns that capture essential details such as issue description, priority level, assigned to, and status. Ensure the list is set up to store all necessary information for managing support tickets. There will be items you need captured from the person submitting the form as well as items to triage, assign, and track the status of the case. 2. Creating the Support Ticket Form In the list menu, select the "Forms" tab to create a new form. Customize the form by removing or unchecking questions that are designed for the support team, leaving only the questions needed from the person submitting the ticket. For example, you’d remove the Priority, Status and Assigned To fields from the form because those items are not determined by the submitter, but by the internal staff triaging the case. Ensure the form captures essential details such as the issue description, associated files, and contact information. 3. Enabling Notifications and Assigning Tickets In the form settings, select the toggle next to "Notify me" so that whenever a new item (support ticket) is submitted, you are immediately notified. This ensures that you don't miss an urgent request. Preview your form Check for changes or adjustments you’d like to make. If everything is good, congratulations! You’ve made your support ticket form! 4. The Workflow Process: Now that your form and list are created you can test out your new form and ticket portal. Grab the link to your new form by selecting the forms button again in the menu. Select the link sign to copy the link. Let's test things out. Fill out the form with information as if you are an employee submitting a ticket about an issue. Refresh and check your Microsoft List to make sure the form responses were automatically added. Triage the case. In the Microsoft List, double click on the form submission list item. Here, the support admin will triage the case by assigning it to a member of the support team, updating the status of the ticket to "In Progress" and assigning it a priority status. When a ticket is assigned, the assigned staff member receives a notification, ensuring they are aware of their new task. If they need to get in contact with the employee that submitted the case, they are able to come to the list item, and check for contact/email details in the email column. Team members can update the status of the ticket to "In Progress" when they start working on it and then to "Completed" once the issue is resolved. These status updates help track the progress of each ticket and ensure timely resolution. Congratulations! You have an internal support ticket portal and form. To further enhance the transparency and efficiency of your internal support ticket system, you can implement additional notifications to keep the requester informed about the status of their ticket. By setting up automated notifications in Power Automate for when a ticket is marked as "In Progress" and "Completed," you ensure that the requester is always aware of the current status of their issue. This not only improves communication but also boosts confidence in the support process, as employees feel assured that their concerns are being actively addressed and resolved. 5. Automating Notifications with Power Automate Create a Flow: From the Microsoft365.com app launcher, open Power Automate. Click "+ Create" and select "Automated Cloud Flow". Choose a flow name and set the trigger to "When an item or file is modified". Configure the Flow: On the canvas, select the trigger to enter the required data. The site address your Microsoft List is attached to and the list or library name. Next, we must add a trigger condition in order for the flow to only trigger when the status column has been changed. In the settings tab add the following trigger condition NOt(equals(triggerOutputs()?['body/Status'], triggerOutputs()?['body/PreviousStatus'])) Return to the canvas to create a new action. Select the + sign under your trigger. In the search menu, search for the condition action. For the value of the condition, we want to choose the Status Value from the dynamic field (the lightning bolt). We want to make sure the condition states “Status Value is equal to In progress”. (Capitalization matters here so make sure the capitalization of “In progress” matches the way it is spelled on your Microsoft List”. In the "True" column of your condition we will add a new action. Select “Send an email (V2) Inside of your action select, “Switch to Advanced Mode” to be able to enter dynamic fields or fields directly associated with your form submission. In the "To" field, select the lightning bolt for a dynamic entry. And select the “Issue logged by Email”. This will add the email address of the form sender to the “To” field and who the notifications will be sent to. In the Subject field type and appropriate title such as “Support Ticket Status Update”. In the Body field type a message to the requester. For example, "Hello, you are receiving this message to notify you that your support ticket for" (dynamically insert the name of the issue) “has been changed to “In Progress”. At this point, the flow now sends notifications for when the status column has been modified to “In Progress. Now, let's do the same and send a notification for when the status has been changed to “Completed”. In the False column, we are going to add another condition. The values for the condition will be the same except where it once said, “In Progress” it will say “Completed”. You want the statement to read “Status value is equal to Completed”. In the true column add the same action for sending an email and fill out the details accordingly. Save and test your flow. Test and Deploy: Test the flow to ensure it works as expected. Select Test and choose Manually. This specific flow is triggered when the status column has been modified to “In Progress” or “Completed”. Test both separately to make sure both works. You will see green check marks and receive a notification to the email you provided earlier when filling out the form with sample data. In this example, I tested the flow by updating the status to “In Progress” so in this case I have green check marks along the left side because that follows the first conditions. The green check marks will follow the right-side path if I choose to test the “Completed” status. Here is a copy of the email that was sent to the inbox. Once satisfied, deploy the flow to automate the notification process, enhancing communication and satisfaction. Conclusion By leveraging Microsoft Lists and Forms, you can create a robust internal support ticket system that streamlines the process of submitting, triaging, and resolving support requests. The integration with Power Automate further enhances this system by automating notifications, ensuring that all parties are kept informed throughout the process. This setup not only improves efficiency but also boosts employee satisfaction by providing a transparent and responsive support system.Master Microsoft Forms: Your Ultimate Guide to Surveys, Quizzes, & Polls (With Video Tutorial)
Microsoft Forms is a versatile tool that makes creating surveys, quizzes, and polls a breeze. Whether you're collecting feedback, organizing an event, or conducting a quiz, Microsoft Forms can help you gather and analyze data with ease. In this guide, we'll show you how to make the most of Microsoft Forms with a step-by-step video tutorial and a detailed written walkthrough. Video Tutorial: Written Guide: There are two ways you can access Microsoft Forms. Option 1: Sign into office.com with your credentials. In the top left corner click the app launcher (9 dotted square) to expand the application menu bar. If you don’t see Forms in the Apps menu, select “All apps” icon and find Forms there. Option 2: Navigate to forms.office.com How to Navigate the Forms Dashboard Navigating the Forms Dashboard is straightforward and user-friendly. Here’s how you can make the most of it: Getting Started: When you open Microsoft Forms, you'll have several options right at your fingertips: New Form: Start a fresh survey, questionnaire, or feedback form New Quiz: Craft a quiz for educational or training purposes. Quick import: Quickly generate a form or quiz from an existing file. Navigation Options: The navigator options in Microsoft Forms serve to enhance user experience and streamline form management. Each option has a specific purpose: Recent Tab: Quickly access forms and quizzes you've recently worked on, saving you time searching for them. My Forms Tab: View all the forms and quizzes you’ve created, providing an organized list of your own work. Filled Forms Tab: Keep track of forms or quizzes that you have completed or submitted, helping you review your past responses. Shared with Me Tab: Access forms or quizzes that others have shared with you, facilitating collaboration and teamwork. Favorites Tab: Easily find and access forms or quizzes you've marked as favorites, ensuring that frequently used or important forms are always at your fingertips Groups: At the bottom of the dashboard, you'll find a list of your groups. Here, you can create forms and share them with your team, ensuring smooth and effective collaboration. Now that we've mastered the Dashboard, let's dive into creating our first form! Click on the New Form button to get started. In the “Let’s get started! What’s your form about?” box, give your form a title and a brief description of what it’s about. Next, click on Quick Start to choose the type of question you’d like to begin with. Here’s a quick look at the options available: Choice: Create multiple-choice questions where respondents can select one or more answers. Text: Allow respondents to provide open-ended text responses for more detailed feedback. Date: Let respondents pick specific dates using a calendar. Ranking: Enable respondents to rank items in order of preference. Likert: Use a scale to measure attitudes or opinions, ranging from strong agreement to strong disagreement. Rating: Ask respondents to rate items using a star or numerical scale. Upload File: Let respondents upload files, such as documents or images, as part of their responses. Net Promoter Score: Measure customer loyalty by asking how likely respondents are to recommend your product or service. Section: Organize your form into sections, which is especially useful for creating multi-page forms or grouping related questions You can also make questions required or optional by toggling the required button. For more customization, click the three dots to add subtitles, labels, or even apply branching to your questions. How to customize your form After creating the content for your form, in the upper right corner select Style. Here you can choose a background image and theme for your form, or by selecting the suggested or customized tab. How to send off your form and collect responses Once you've customized your form, click on the Preview tab at the top to see how it looks on both mobile and desktop. If needed, you can go back and make any adjustments or edits. To share your form, you can either copy the provided URL under Collect Responses and send it as a link, or simply enter the name, group, or email address in the box below and hit the green button to send it directly. Below the box, you also have the option to send the form as an invite, generate a QR code, or have your web designer embed it on your website with the provided code. You also have the option to send via Outlook or a Teams (message only) at the bottom of the box. As responses start coming in, head over to the View Responses tab to view all the data. You’ll be able to see the results displayed in both graphs and detailed data, giving you a clear overview of the responses. Now that we've covered how you can use Forms to turn your data into actionable insights, we encourage you to dive in and get started right away by signing in to Microsoft Forms with your M365 account. For additional tips and resources, be sure to follow our Nonprofit Community | Microsoft Community Hub for blogs, updates, and expert advice on maximizing your nonprofit tools.What’s Included with Microsoft’s Granted Offerings for Nonprofits?
Are you a nonprofit looking to boost your impact with cutting-edge technology? Microsoft is here to help! From free software licenses to guided technical documentation and support, this program offers a range of resources designed to empower your organization. In this blog, we’ll dive into the incredible tools and grants available to nonprofits through Microsoft, showing you how to make the most of these generous offerings. Whether you’re managing projects or just trying to simplify your day-to-day tasks, there’s something here for everyone. Let’s explore what’s possible!Engage, Empower, Excel - Fun Ways Nonprofits Can Use Microsoft Polls
Polls for Nonprofits: The Secret Sauce for Engagement! Microsoft Polls is a built-in feature that helps nonprofits quickly gather feedback, spark engagement, and make data-driven decisions—all without switching apps. And the best part? It’s easy and free for organizations using Microsoft 365! 🙌 🎯 Why Should Nonprofits Use Microsoft Polls? Quick Decisions, Less Guesswork – Need to decide on a meeting time? Want feedback on an upcoming fundraising campaign? Fire off a quick poll and get instant results. Boost Engagement & Participation – Volunteers and staff love to feel heard! Polls encourage collaboration and help keep meetings dynamic instead of crickets 🦗. Data You Can Actually Use – Poll responses are stored in Forms and can be analyzed later, helping you track trends and make informed decisions for your mission-driven work. Perfect for Remote & Hybrid Teams – Whether your team is all in one place or spread across different time zones, polls make sure everyone's voice matters! 🌍 🚀 How to Create a Poll in Microsoft Teams (It’s Easy!) Open the Apps icon in Microsoft Teams. Type in Polls in the search. Add the Polls app. Optionally pin to your menu bar if you will use it frequently. Choose a channel, chat or meeting you’d like to use Polls in and then select Open. Select Create a new Poll. Craft poll questions and responses and then select preview. Choose whether you want to record the names of respondents (visible to creator only). Choose whether you want to share results with the respondents. Select Preview and then make edits or send the poll. The chosen chat, channel or meeting will now see the poll and be able to submit responses. If you have selected to have aggregated responses visible, they will also be able to see them in real time. Poll results can also be found in Microsoft Forms. You can also create polls in Teams meetings to keep your audience engaged and interactive—perfect for virtual town halls, volunteer training, or staff check-ins. 🎉 Fun Ways Nonprofits Can Use Microsoft Polls Fundraising Brainstorming: “What theme should our next fundraiser be? 🎭🕺🏾🎨” Training & Development: “What cybersecurity topic should we cover next?” (Because cyber threats don’t take breaks! 🔐) Volunteer Scheduling: “What weekend works best for our community event? 📅” Just for Fun: “How do we feel about pineapple on pizza? 🍍🍕” (Because, yes, team bonding matters!) 🏆 Pro Tip: Make Polls a Habit! Want to keep engagement high? Try making a quick weekly poll part of your team meetings. Whether it’s a serious topic or just a lighthearted check-in, using Microsoft Polls can make work feel less like work and more like a collaborative experience. So, next time you're in a Teams meeting, give Microsoft Polls a spin and see how it transforms engagement for your nonprofit! 🚀💙 Have you tried Microsoft Polls in Teams yet? Drop a comment and share how your nonprofit is using it! 👇Automate Your External Data Collection: Power Automate and Microsoft Forms
In the fast-paced world of nonprofits, efficiency is key. With limited resources and time, automating routine tasks can free up valuable hours for more impactful work. One area ripe for automation is data collection. By leveraging tools like Power Automate and Microsoft Forms, nonprofits can streamline their data collection processes, ensuring accuracy and saving time. (Please note that this process is applicable to both internal and external members using Microsoft Forms. For a simplified process that works exclusively for internal members, please refer to this blog: Simplify Internal Data Collection with Microsoft Lists Forms | Microsoft Community Hub) Why Automate Data Collection? Nonprofits often rely on data to make informed decisions, track progress, and report to stakeholders. However, manual data collection can be time-consuming and prone to errors. Automation offers several benefits: Efficiency: Automating data collection reduces the time spent on manual entry, allowing staff to focus on mission-critical tasks. Accuracy: Automated processes minimize human error, ensuring that data is consistent and reliable. Real-time Insights: With automated data collection, information is available in real-time, enabling quicker decision-making. Today, we will develop a Power Automate flow to capture form responses and automatically send a thank-you email. Let's begin by creating the form. Getting Started with Microsoft Forms Microsoft Forms is a powerful tool for creating surveys, quizzes, and polls. It's user-friendly and integrates seamlessly with other Microsoft 365 applications. Here's how to get started: Log in to your Microsoft 365 account by going to https://www.office.com/ , select apps, then select all Apps and navigate to Microsoft Forms. Choose the appropriate form type for your needs. Select a template to begin your form creation. Tailor your questions and style to fit your specific requirements. Once your form is ready, Click on Collect Responses share it with your audience via a link, email, or embed it on your website. Automating with Power Automate Power Automate allows you to create automated workflows between your favorite apps and services. Here's how you can use it to automate data collection from Microsoft Forms: Log in to https://make.powerautomate.com/ and click on "Create" to start a new flow. Choose between "Automated flow" to trigger actions based on specific events or "Scheduled flows" to run at predefined times or intervals. In this example we will work with Automated flows. Set Up Triggers: Write a flow and Select "When a new response is submitted" in Microsoft Forms as your trigger. This will initiate the flow whenever someone submits a form response. Pick a Form: Click on the trigger and search for the form. If the form does not appear, save the flow and refresh the page. Define what happens next: For example, you can add an action to save the form responses to an Excel file, send an email notification, or update a SharePoint list. For this example, we will send an email. To Send an email, we have to first get the email address from the responses. Add Action: Click on the plus sign and select "Add an action." Get Response Details: Select get response details. Select Form: Choose the form, click on "fx" to access the Dynamic content, select "Response Id," and click "Add." Send Email Action: Add an action and select "Send an email (V2)." Switch to Advanced Mode. Use Dynamic Content: Use Dynamic content to add the email address and the name of the user in the email body. Click on "fx" to add dynamic content. Save and test: Save and Test your flow to ensure it works as expected. A green checkmark shows that there are no issues with your flow. Real-World Applications Here are a few examples of how nonprofits can use Power Automate and Microsoft Forms: Volunteer Sign-Ups: Automate the collection and organization of volunteer information, making it easier to manage and communicate with your volunteers. Expense Approvals: Simplify the form submission process for expenses and reimbursements by implementing an approval workflow, ensuring that all expenditures are reviewed and authorized by the appropriate personnel. Project Proposals: Implement a form and approval workflow for new project proposals to ensure they align with the organization's mission and strategic goals. Once approved, a workflow can be initiated to create the project in a Planner board. Conclusion By automating data collection with Power Automate and Microsoft Forms, nonprofits can enhance their efficiency, accuracy, and decision-making capabilities. These tools not only save time but also empower organizations to focus on what truly matters – making a difference in their communities. Additional resources Microsoft Power Automate – Process Automation Platform | Microsoft Get started with Power Automate - Power Automate | Microsoft Learn Microsoft Forms help & learningExploring Microsoft Forms: A Comprehensive Overview
Microsoft Forms emerges as a versatile tool that empowers organizations to efficiently engage with stakeholders, collect valuable data, and streamline processes. From event registrations and feedback surveys to volunteer management and fundraising campaigns, Microsoft Forms offers a user-friendly interface that simplifies data collection, enhances stakeholder interaction, and facilitates informed decision-making. Through its seamless integration with Microsoft 365, real-time response tracking, and data visualization capabilities, nonprofits can harness the power of technology to make a more significant impact on their communities and achieve their philanthropic goals.Effortlessly Generate Text: Creating a ChatGPT Workflow with MS Forms, Outlook, and Power Automate.
Are you tired of spending hours on repetitive tasks? Want to streamline your workflow and increase productivity? Look no further than ChatGPT, MS Forms, Outlook, and Power Automate! In this article, we'll show you step-by-step how to create a ChatGPT text workflow, enabling you to effortlessly generate text and boost your efficiency. Don't miss out on this revolutionizing your workflow - read on to find out more!
