• Ticket Mailbox Power Automate configuration


    Configuring Ticket Mailbox in Helpdesk 365 using Power Automate.

      Prerequisites:

    1. You can set up Helpdesk 365 with either a shared mailbox or a service account mailbox (regular user mailbox).
      Note: In the case of a shared mailbox, the logged-in account should have the necessary access. For a service account, you'll need to log in with the appropriate permissions.
    2. The logged-in user must have 'send as delegate' permissions to the shared mailbox.

      Steps to configure the Power Automate flow:

    1. Sign in to portal.office.com, then access the app launcher and choose 'Admin'.

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    2. You will now be directed to the Microsoft 365 admin center. From here, select 'Shared mailboxes' under 'Teams & Groups.

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    3. Next, generate a shared mailbox by clicking 'Add a shared mailbox,' provide the required information, and then save your settings.

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    4. After successfully creating the shared mailbox, locate it, select it, and scroll down to access Manage mailbox permissions.

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    5. Grant the logged-in user access to all three mailbox permissions.

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    6. Now, select 'Power Automate' from the app launcher.

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    7. Move on to the ticket customization section and activate the toggle for automatic ticket creation.

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      To download the Power Automate solution, click here. Then, go to the left panel and choose 'Solutions.' Import the solution at the top by uploading the downloaded file and clicking
      Note: Do not unzip the solution file.

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    8. Click on 'Next'.

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    9. Choose the connections for the logged-in user from the drop-down list and select 'Import.

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      Note : If you do not have an existing connection, you can make one by clicking on New Connection.

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    10. Select the imported solution named 'HR365 Helpdesk Solution.'

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    11. Navigate to the left-hand side navigation panel, select 'Environment variables,' and then click on the 'Site URL' variable. Replace the default value with your application's site URL.

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    12. Copy the application site URL up to 'sitename' and paste it into the default value field.

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    13. Next, select 'SupportMailBoxID' under the display name, replace the default value with the ID of your shared mailbox (created in step 4), and then click 'Save'.

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    14. Under the display name, choose 'SitePageTitle' and replace the default value with your site page title.

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    15. Click Cloud Flows to manage automated workflows. To edit the flow (HR365 - HD SharedMailbox), click on the vertical ellipsis icon, and then select 'Edit'.

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      Select the first row (When a new email arrives), and then click on the folder icon. Choose the inbox folder.

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    16. After selecting the inbox folder, save the flow by clicking on the save icon.

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    17. Now, click on the Test option on the right side, then select the Manually option to proceed with testing the flow.

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    18. To test the flow, send an email to the mailbox you specified as the SupportMailboxID in the environment variables during the initial configuration steps.

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    19. After activating the flows, visit the Helpdesk application, navigate to settings, and then access 'Helpdesk mailbox.

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    20. Now, toggle the switch to enable sending all emails from the Helpdesk mailbox.

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