IT tickets: from a message in Teams to a ticket with a team and an SLA.

The employee describes the problem in Teams. The agent classifies it from the company's lists, looks for similar tickets and proposes the ticket as a card. After confirmation, the application creates the ticket with the team and the SLA from its rules, and the attachment is saved in SharePoint.

Discuss the workflow

A 30-minute conversation about your requests to IT.

IT assistantTeams

The printer in accounting shows an error when printing. Photo attached.

IT tickets

Ticket proposal

Category
Printers
Location
Accounting
Attachment
1 file
Ticket created, with team and SLAOpen
  1. Problem
  2. Proposal
  3. Ticket

Today

  1. Problems are reported by chat, by email or by phone.
  2. IT asks for the details again and creates the ticket by hand.
  3. Deadlines are tracked separately, with no shared list.

With the flow

  1. The employee describes the problem in Teams, and the agent proposes the ticket.
  2. The person confirms, and the ticket is created with a team and an SLA.
  3. The list of open tickets flags anything past its deadline.

Step by step

IT tickets

  1. Teams to AI agent

    Step 1: Problem

    The employee describes the problem in chat: the printer in accounting shows an error. They attach a file.

  2. AI agent to Process app

    Step 2: Search

    The agent classifies the problem from the company's lists and looks for similar tickets.

  3. AI agent to Teams

    Step 3: Proposal

    The agent shows the ticket proposal as a card in Teams. The person confirms it.

  4. Teams to Process app

    Step 4: Ticket

    The ticket is created with a number, a team and an SLA, set by the application.

  5. Process app to SharePoint

    Step 5: File

    The application saves the attached file in the ticket's SharePoint library.

  6. Process app to Teams

    Step 6: SLA

    Open tickets appear with their SLA; anything past its deadline is flagged.

What it is based on

Process workflows on Power Apps and Power Automate, delivered at three accounts, and operations with an SLA, as a contracted service. The ticket is created only after the person confirms the card the agent proposes.

Workflow walkthrough

We walk through it together, from message to ticket, with a problem like yours.

What the workflow does

  1. 01

    The problem is described in Teams, in the employee's own words.

  2. 02

    The category is picked from your lists.

  3. 03

    The team and the SLA are set by the application's rules for the chosen category.

  4. 04

    Tickets past their deadline are flagged in the list of open tickets.

What it runs on

Microsoft 365, Teams, Copilot Studio, Power Apps, Power Automate and SharePoint. Everything in your own tenant, with no separate platform to license.

  • Microsoft Teams
  • Copilot Studio
  • Power Apps
  • Power Automate
  • SharePoint

Questions from IT

Can the agent close or change a ticket?

No. The agent proposes the ticket and the person confirms it. The agent does not change statuses and does not edit a ticket once it is created.

Who sets the team and the SLA?

The rules in the application, for each category. The agent does not infer them.

Where are attachments saved?

In the ticket's SharePoint library.

How is a problem reported to your IT team today?

Tell us in 30 minutes. We will tell you what can be automated, and at what fixed price.

Denis Stadler
The first call is with Denis Stadler.Founder · AI Architect & Fractional CTO
Pick a time for a 30-minute call(opens in a new tab)Message us on WhatsApp(opens in a new tab)Call +40 374 616 331