Up next in 10
Customer Support Ticket Automation: Automate Your Business Processes - Ep.5
Jun 19, 2025
Customer Support Ticket Automation: Automate Your Business Processes - Ep.5 🎙️ New to streaming or looking to level up? Check out StreamYard and get $10 discount! 😍 https://streamyard.com/pal/d/5348850450038784
View Video Transcript
0:06
[Music]
0:14
[Music]
0:24
feel [Music]
0:34
Greetings everyone Thanks for joining us today for the another episode for
0:40
business automation So where we talk about different scenario how we can uh
0:45
you know automate your business processes using that Microsoft uh power platform ecosystem
0:52
So in every session we take a different use case and we discuss how we can uh
0:57
you know implement that automation using different set of tools So we uh you know
1:03
discuss about those tools here So similar to that we will have a new uh
1:09
use case today So let's have a quick agenda for today So we'll start with the basic introduction about the use case
1:16
that we are going to talk today and then we will discuss what is our proposed
1:21
solution So there may be different solutions there may be different uh you know potential solutions for that So but
1:27
we will discuss one particular use uh you know solution for that that how we can implement that uh automation here So
1:34
we'll talk about the tools that we are going to use into our automation So for example today we are going to talk about
1:40
the genes and then we'll talk about uh you know our workflow tool that will
1:46
help us to automate those activities those task and then we'll talk about that uh communication channels for
1:53
example Microsoft teams where which we'll be using for the notification and then for the outlook where we will be
1:59
sending email using that outlook Okay and then after these discussion we will have a quick demo So before jumping on
2:07
the main topic let's have a quick introduction about ourself So myself Mahindra and uh my I have my friend uh
2:16
Sep Misra with me So we both are Microsoft MVP and Sharp Corner MVP So we
2:21
have been working with Microsoft technology It's more than 10 years now So yeah so let's have uh our quick
2:29
introduction So let's jump on the main uh topic
2:48
Okay there is something uh oh I see something wrong here This is
2:55
not moving to next slide Okay let me do one thing Let me uh share it from my
3:01
screen directly So it will be easy
3:10
here Uh so sep just let me know when you can
3:17
see my screen Yes I can Okay So perfect So as we said
3:26
that uh the use case uh that we have today is basically the customer support
3:31
ticket system So where basically you know when we are working on any project
3:36
or whether it's a new uh implementation project or new software development project or we have any existing uh you
3:44
know uh project which we want to upgrade or enhance some new features or maybe
3:49
it's a product development uh life cycle that we are doing So you know every project have different different stages
3:56
right So we have different uh stages for example you know implementation the actual development on that and when this
4:03
is you know that is uh actual development or the deployment is done on the production then we do you know
4:09
support on that or we do you know up you know updates or you know some kind of if there is some migration activities there
4:16
or some there are bugs are there So we work on different different type of activities So all that activities that
4:23
we work we need to you know manage them in a proper way so that we are you know
4:29
properly recording that if there is any support ticket uh that is raised by the customer or if there is any bug that is
4:35
reported by the customer right so we need to record those type of thing in a centralized system where we can easily
4:43
manage them and then based on their priority so you know it's basically low
4:48
priority medium or high depending on that we need to work on those and we need to resolve them in a timely manner
4:55
Right so so for that we are now introducing here is the Gendesh system
5:01
So that we will be using on this today use case So this is this
5:07
complete process One second Uh I can see
5:12
only about us So are you uh using any other slide because I can see about us
5:18
just on your screen Okay here just one
5:26
second Now can you see that uh first slide
5:31
just about Yeah Yeah
5:36
Okay Yeah Thanks for confirming that So yeah So I was talking about that uh
5:41
today's use case is the customer support ticket system where we are basically
5:46
kind of uh you know this is a centralized system where we manage all the tickets that is raised by the
5:52
customer or our internal team QA team right so we manage all that tickets here
5:58
it help us to you know manage those tickets to see on the different moving them on the different different stages
6:05
So for example you know we have created that and then that is assigned to some you know executive or some technical
6:12
person who will be working on that to the resolution on that once that is done
6:17
that ticket will be passed to the QA system so that they can do the testing and finally that can be released to the
6:23
production system for the end user So to maintain all these activity we need
6:29
centralized system right apart from the centralized system as I said that we
6:34
work on the different different stages right so creation passing through from one team to another team and you know
6:42
changing their status So when we do all these activity we want to update our
6:47
customer we want to update the responsible team whoever is raised you know raising these issues or bugs So
6:54
whoever they you know reported that we want to let them update okay what's going on with their ticket what's going
7:01
on with their birth right so for that we use this centralized system here so in
7:08
today's use case basically here we are having uh these tools that is basically
7:17
we are using as a part of you know Microsoft ecosystem So we have a first
7:23
genes that is basically totally a non-Microsoft product Okay So we are
7:28
using this to you know as a front end So in in our last couple of session we we
7:34
discussed how we can use Microsoft forms right which provide us a form where we can usually you know go ahead and feed
7:41
our data and that forms are also easily to design that and then once the data is
7:47
there on the Microsoft form we can read it from the power automate and then we can work on those particular you know
7:53
items So similar to that today for the front desk we are using genes system So
8:01
where user can submit their bug ticket or changes So whatever is the scenario
8:06
they can do that and then we are using power automate to manage our workflow
8:12
the logic that will be basically you know responsible for the different type of activity that we are going to
8:19
automate Yeah And then we have the other uh two options here First one the team
8:26
that we will be using for the alert and notification so that we can send some kind of you know uh alert on the team if
8:32
they are you know most of the companies nowadays utilize the team right for their day-to-day communication and then
8:39
another one we have for the outlook where we will be sending email notification so that we can just let
8:45
them know okay this is the current status of your ticket okay so that's the
8:50
proposed system uh we have here
8:55
today So the first one is the genes Okay
9:00
this is powerful or you can say you know most
9:05
companies use for that midsize companies use this genes system to manage their
9:12
support system Okay this support system can be you know categorized in a
9:17
different different ways depending on your scenario So as I said like what what is your business so if whether it's
9:23
you are on the software development or you are on the product development or maybe you are you know not IT company
9:30
let's say you are uh doing some kind of manufacturing right or you are building some kind of product and in that product
9:36
you have different type of cycles or different type of stages that you maintain before it's going to the public
9:43
use right so all that system basically the life cycle and different different
9:49
stages we can use this genes It's provide different type of feature where
9:54
you know we can create the tickets and we can see their status We have different kind of inbuilt channels as
10:01
well So for example sending you know email chat phone call or social media
10:07
you know that can be also done on this using the social media integration options as well as it supports that SLA
10:14
tracking as well Right As I said that when we raise some ticket we have you
10:19
know specific labels right So if it's a high priority low priority medium priority depending on that you have some
10:27
specific time interval that under that particular time you need to respond to the customer right so let's take an
10:34
example depending on that what is your SLA But let's say for example you know for some uh tickets when the ticket is
10:41
raised by the customer you need within the 1 hour you need to reach to the customer and let them know that okay we
10:47
received this ticket and what is your initial thought on that or what is your initial in you know inventions or maybe
10:55
you can say that initial you know when you are checking that details or finding
11:01
if you have anything already there in the database that you are maintaining that okay What was the history of the
11:08
tickets so maybe there are existing ticket which is matching with the same one Okay So what will be your resolution
11:15
so those kind of thing you just update that customer So within the specific
11:20
time interval you need to reach out to the customer Okay And then depending on that maybe there is a low priority or
11:27
medium So this time can be different maybe 1 day 2 day or you know 4 hours or
11:32
6 hour depending on that So that kind of thing can be also done in the genes
11:38
system and it also support AI So you know we can create power boards there on
11:46
that which can also help you to uh you know uh you know simple scenario tickets
11:51
that you can uh you know raise there and you can get some feedback if uh there is some database maintained uh behind the
11:59
scene for that Okay So this is the system that we are going to use today for the front
12:06
end The next one is power automate So power automate uh basically we are using
12:11
for the workflow management here to you know automate our activities So power
12:17
automate is basically Microsoft cloud service which provide us you know
12:22
different kind of option where we can integrate different different application whether they are Microsoft
12:28
or non-Microsoft application So as I said that this gender SQ is a totally
12:34
non-Microsoft application but we have connectors available using those
12:39
connector we can pass information between power automate and genders or or
12:44
is there any any kind of other uh you know system like for example team or outlook So those type of information
12:51
back and forth we can pass using the these connectors that is part of the
12:57
power automate Okay So we are basically using those connectors to get the data
13:02
from the genes and then based on that we are performing different type of actions
13:07
and that you can see for example here So it will get the data from here when the
13:12
ticket is created and then we are posting that notification to the team channel that is created for the team and
13:20
then you can also send the mobile notification so that they will get uh you know push notification on their
13:26
mobile and uh you know SMS there so they can see that as well Okay So apart from
13:32
that we can also you know do these are like you know for that in the power
13:38
automate we have connectors for the data vers dynamics you know all that ecosystem that is part of the power
13:45
platform So those type of thing we can easily connect using the connector that is available
13:51
here The another one uh now we are using the Microsoft teams as I said for
13:57
sending the notification on the team So you can see here on the power automate we have on the this Microsoft team
14:05
connector you can see that we have different type of trigger here So when this trigger will happen we have
14:11
different type of actions that we can perform based on these triggers Okay So
14:16
here we are using that Microsoft teams connector So it will get that detail
14:22
from the power automate So whatever whether you know we want to send then uh this ticket status update or any kind of
14:30
uh you know uh assignment information like for example your your ticket is
14:36
assigned to this particular person or your uh you know ticket is assigned to this particular team So those kind of
14:42
notification we can use on the Microsoft team So they will get that notification
14:49
So whoever is part of that channel all that it will be basically uh uh the
14:54
message will be displayed on that particular channels So in the team we can create different type of channels So
15:00
for this as well we can set up there and they will get notification over
15:07
there Another one we have this you know outlook So for the email notification we
15:13
are using this outlook connector So let's take an example that apart from the uh team notification we want to also
15:20
send them email okay or on the resolution of that or when this that is
15:26
closed or completed we want to send them uh the notification that this ticket is
15:32
completed for that we can use outlook connector and outlook connector is also
15:37
available on the power automate As you can see we have the triggers and then we have different type of actions that we
15:44
can use for sending email to our customer Okay So that's the use case
15:51
here we are using now Uh so I will pass Mike to my friend uh sep and he will
15:58
showcase this uh this use case and he will show you the demo that how we can
16:03
you know set up this and create this kind of uh automation into your system
16:09
Okay Yeah So thank you Mahendra Uh let me
16:14
share my screen
16:27
So is it visible uh not yet Yes So now I can see Yeah you can see it
16:34
Yep Yeah So the thing is like you explained in this demo we are going to automate the customer support and most
16:41
of the businesses they are using uh Genex like you that is the most popular
16:47
help desk you can see most of the companies are using and in that case like when you are using uh Gentex and at
16:54
the same time companies are using Microsoft 365 for Outlook and uh for
17:00
their team communication So what we are going to do is we are going to show a demo when you are using Gendex and you
17:07
are creating the tickets you are updating the tickets and at the same time you want that the communication
17:12
should be communicated in your team's environment and using outlook as well Uh
17:17
apart from that like we are using Gendex you can in the same way you can use freshex or any other helpless system uh
17:25
which is available in the market because all those connectors are available in power automate So what I'm going to do
17:31
is like I already logged in in a Gentex Whenever you logged in in J Genex it
17:36
will give you a subdomain URL You can also create your own domain We are not going to discuss that because that is
17:42
not the part of this demo But you can create your account Once you will create your account you will uh get this kind
17:48
of uh environment where you will have the homepage You will able to see all your tickets You will able to see all
17:54
your customers and other uh reports and all After that like uh as Mahendra said
18:01
like we need power automate So you will go here in launch menu and then you will click on power automate So it will take
18:08
you on a power automate page We already explained all those features how you can create the new flow how you can use all
18:13
these templates and uh these other main items So what we are going to do is we
18:20
are going to create uh our first demo where whenever a ticket is created in
18:25
gentex we will post a message in teams So in a similar way like whatever other
18:31
steps you want to add you can add but here what I'm going to do is I'm going to show the trigger like whenever you
18:37
are creating a item in Zendex how it will be triggered by power automate and
18:42
then you will access the information like all those properties of the Zendex
18:48
and you will utilize those properties for further communication in teams or outlook So I will just use it I will
18:56
search here like
19:02
genix creation automation So here in triggers you need
19:09
to search for genex So you will get all those available uh tickers So you can
19:15
see we have a ticket and any uh the other one is when item is modified and one we have when item is created So in
19:23
this case we are going to select when item is created and we'll uh use that So once you will click you can see uh you
19:31
will click on this particular step like trigger and the first input we can see
19:37
that is the table name because in gendex it is not just ticket we have some other
19:42
uh entities as well So if you click here you can see like activities articles
19:47
group membership all those like available tables are here So you can select a particular table on which you
19:53
want to uh apply the trigger So in our case we are using tickets So I will just
19:59
click tickers here Uh you can also see like based on the filters and other
20:05
query parameters you want to apply you can apply here But we are not going to use that So we'll just close it out And
20:11
then the next step is that we will try to post this
20:17
information in Microsoft Teams So we will use post let me search
20:25
teams and then you will see all those uh connectors related to the Microsoft
20:31
teams So more so we'll get post and
20:38
message So I'm using post a message in chat or channel So I will select a like
20:45
flowboard and then we will use a channel we are using and then uh the team So I'm
20:53
going to select a demo team and that is what I used for my demo purpose and then the the channel So the good part is like
21:01
once you will select here you will see the dynamic uh parameter using that you will able to
21:09
use all those uh the parameters you are getting from zindex So you can see we
21:15
are just getting few parameters here If you click on see more you will able to see all those parameters and all those
21:22
inputs you can see here in a particular triot and that is what you can access
21:28
here in our flow So you can see we have type subject description priority status
21:35
and also request ID submitter ID So that's the good part So you can just
21:41
here type like uh cut
21:48
subject and you will pick the subject from
21:58
here is created I will just save
22:07
it and then we will try to test
22:13
it and we'll go here We'll click on new
22:30
ticket So I'm just selecting my name I created some customer over there Support
22:45
group So tags are similar like if any particular tag you want to apply you can apply here If it is
22:53
available if it is not available you can directly create from here That is a problem And then high you can set up and
23:03
then the other and I will
23:10
type
23:18
problem So I'm just uh adding I'm not able to access my PC a problem and that
23:23
is what we can save from here
23:33
Submit as a new So this ticket is created We'll go here and see that how this flow is working
24:01
So let me replace Sometimes it's it's taking time So we'll test one more time I will just go here
24:07
Select the I think
24:33
I will try to create ticket one more time
25:55
So I think uh it worked but it is not showing there So one more time I'll go here and we'll just use
26:02
that already created one and we'll try to test using that
26:08
So you can see uh it's uh working and then it will go here in Microsoft
26:17
Teams So you can see this message uh came here what we added over there like
26:23
access is created So this is how like my friend uh you will able to create this like the trigger based on this tri
26:31
trigger we were we were able to access the data and post it in Microsoft teams
26:36
In the same way what I'm going to do is the ne in next uh flow I'm going to
26:42
create a trigger where we will modify something in gentex and we'll try to pass the data from genex like any other
26:50
object you want to access and uh like uh based on the trigger you want to access the customer data or any other entity in
26:58
Gendex So how you can get the data using your trigger So again we'll go back to
27:04
the create We'll click on create and I will search
27:09
modify cut and then we'll search for the
27:15
genex trigger and we'll use when an item is modified I will click on
27:21
create The same thing we need to do we need to select a particular table In our
27:27
case we will select the tickets And then the in next step we will try to add a
27:33
action where we will fetch the data from Gendex So I will search here Z gen
27:39
Zen Zenex and we will able to access all
27:46
those So Zendex related uh actions you can see here These many
27:52
actions we have create item get item get items search articles delete So in our
27:58
case we are going to use the get item So I will select this and here again we
28:03
need to select the uh table like in our case we are going to access the access customer So I will select the
28:11
user and then the item key for that we will use the trigger ID So id from the
28:21
not trigger id we'll use the request requesttor ID the the person who created
28:27
this particular trigger So you can see uh the the users and in that we will use
28:32
the customer ID as a requesttor ID So we'll get the customer record and then
28:39
we will send email to customer about the status update So I
28:48
will select this and go here and we will use the customer ID
28:56
like you can see when get item in get item I will just search it and I will use the email
29:04
address and in subject your
29:10
defect and we use the subject here is updated
29:18
with status So I will select the select status here The next thing is
29:27
I we'll use the customer name
29:50
and will update with the status we
29:55
have Yes So now you can see like we are sending email to the customer We are
30:01
creating a dynamic subject based on your ticket subject is updated with the status and we'll save it
30:11
So let me test this flow We'll go with the manual one and then we'll go here
30:19
and we will change the status with
30:26
solved Go back here and we will try to
30:31
see as it is uh the third party application This is not directly connected with the power automate That's
30:37
why sometime it's taking time uh on this particular canvas but behind the scene
30:43
the the flow is run So that's why sometimes we are not able to see the update directly here on canvas So might
30:50
be we have to refresh it or we go here and check the status Go
30:56
back and see So there is no status here I try to run it
31:31
So let's wait for a few seconds and then we'll try
31:42
it Hello Am I audible yeah Yeah Yeah We can hear you Sometime it takes time like
31:49
uh you know background processing and as you said that there are these tool or different application and we are
31:55
communicating using connector So sometime uh this uh it's not uh visible
32:01
here quickly just like we any inbuilt uh power application Yeah So that's why I'm
32:10
waiting this time because uh sometimes it's taking time to update the status here in power
32:16
automate So again it's taking time I will just try to
32:23
refresh See the status here
32:53
[Music]
32:59
So I will try one more time Just over here and click on
33:08
sort So status is updated
33:17
So now you can see it is working Sometimes it is quite fast sometimes it is quite slow So you can see like that's
33:25
the beauty of power automate So you can see like uh we are able to send email I got that particular like I got that
33:32
email but that time also it was showing that it's not working but still I got that email So you can see this is how it
33:38
will send customer like subject and all data is created on
33:58
behaviorally success
34:10
So I will show that how we are getting the data here in output You will able to see customer related data here like the
34:18
verified active the email address So this is how we we are able to
34:26
access that I think I was updating the another ticket So in that ticket my email
34:31
address was not there and that's why I didn't get that So here email address is another one might be the demo one and
34:39
that's why was I was not getting but you can see the customer information is here and that is what we are using here to
34:45
send message So output message will be
34:50
something like this Yeah
34:56
Yeah So based on this like uh the third party how you can communicate uh using
35:02
third party application in power automate connectors are available you can connect and how you can get the data
35:09
from like the example we shown here like how you can use the trigger how you can
35:15
get data and then you can use the power Microsoft uh M 365 applications for
35:21
communication or messaging So back to the mahanda
35:27
Yeah Yeah So thank you Sundep for showcasing that and this you know this is a uh simple scenario that we have
35:34
taken that how we can use the den you know genes connector and the connector
35:39
that is for the teams and outlook But of course depending on your requirement we can you know use different type of
35:46
actions So if there is some kind of validation that you need to do if you want to apply some kind of condition or
35:52
maybe there is in between let's take an example for you know if you have you know using dynamic CRM or business
35:59
central maybe some ticket is created you also want to bring that ticket into dynamic CRM you know customer engagement
36:06
or business central or any other system we can also do using those connector inbuilt and we can pass the data to
36:13
these application okay so that's a simple scenario but of course you can put your own you know
36:19
particular requirement there and fulfill that So yeah so that's what we wanted to
36:24
cover today with this customer support ticket system and we will be back in next session with another use case where
36:31
we will discuss what are the different other you know use case we have and we can automate them So thank you for
36:37
joining us today Stay tuned and all our sessions are available on YouTube You can watch there and provide your
36:43
feedback there Thank you very much Yeah Thank you Thank you very much Bye
36:49
[Music]
#Business Operations
#Business Services
#Software