As with any project, ensure that all requirements have been gathered well in advance to building.Got everything in line!? Great! Let's get started. A stable SharePoint site accessible to at least the IT Help Desk of your organization-if not just everyone, depending on content sensitivity and compliance regulations.
Access to Microsoft Flow, Forms, and Edit permissions to the underlying SharePoint list. A service account dedicated to Forms and Flow connections (I'll likely blog about how important this is in the future). Here's a list of things you will need before getting started: Limitations aside, and if I still have your attention, let's get in to how to actually build this system. If Jessica speaks with the end-user and learns new information about the request in the ticketing system, the only way she can include it in a ticket is by appending it to the original description There is no clean way to track updates and progress on a ticket. Reporting and auditing functions only touch user input in Microsoft Forms tracking metrics and turnaround times is not easily achievable with this system. There is no way to reopen a ticket that was erroneously closed (at least not in the boundaries of my imagination-please comment if you have any ideas!). Filtering and personalized view capabilities to provide each Help Desk/IT employee an optimal, intuitive experience that aligns with their working styleīefore I get into how to create a simple ticketing system using SharePoint Online and O365, I'd like to first point out some of the limitations of using this system:. The ability to set follow-up dates and times. Minor reporting capabilities using Microsoft Forms. 
The ability to easily contact the submitter for follow-up and create personalized dashboards using SharePoint Online list views. Email notifications to both the submitter and the Help Desk for various stages of a ticket's life cycle. 
While I fully understood from the start that OOTB functionality in SharePoint wouldn't provide the best means for accomplishing this task, I was pleased to discover that it is surprisingly capable of offering the core requirements of a ticketing system including the following functions: I was recently tasked with creating a simple help desk ticketing system in SharePoint Online and Office 365 for a client.
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