• Ticket Mailbox Power Automate configuration

    Configuring Ticket Mailbox in Helpdesk 365 using Power Automate.


    1. A shared mailbox or service account mailbox (regular user mailbox) can be configured with Helpdesk 365. If it's a shared mailbox, the logged-in account should have access to it. For a service account, log in with appropriate permissions.
    2. The logged-in user must have 'send as delegate' permissions to the shared mailbox.
    3. The logged-in user should have SharePoint admin access.

      Steps to configure the Power Automate flow:

    1. Log in to portal.office.com.
    2. Select 'Admin' from the app launcher.

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    3. Navigate to Microsoft 365 admin center, and choose 'Shared mailboxes' under 'Teams & Groups.'
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    5. If a shared mailbox doesn't exist, click "+ Add a shared mailbox," provide the necessary details, and click "Save changes."
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    7. Once the shared mailbox is created, find it, choose it, and scroll down to manage mailbox permissions.
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    9. Provide access to all three mailbox permissions for the logged-in user.
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    11. Now, select 'Power Automate' from the app launcher.
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      Click here to download the Power Automate solution, select 'Solutions' from the left panel, and import the solution at the top by inserting the downloaded file and clicking 'Next.' Note: Do not unzip the solution file

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    13. Click 'Next' again.
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    15. Choose the connections for the logged-in user from the drop-down list and select 'Import.' Note: If there's no existing connection, create one by clicking 'New Connection.'
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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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    17. Select the imported solution named 'HR365 Helpdesk.'
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    19. Under the left navigation panel, choose 'Environment variable,' click on the 'Site URL' variable, and replace the default value with your application site URL.
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    21. Copy the application site URL up to 'sitename' and paste it into the default value.
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    23. Now click 'SupportMailBoxID' under the display name, replace the default value with your shared mailbox ID (created in step 4), and click 'Save.'
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    25. Click 'SitePageTitle' under the display name and replace the default value with your site page title
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    27. Edit (HR365- -- HD SharedMailbox) the flow by clicking in vertical ellipse icon and click on edit
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      Click on the first row (When a new email arrives) then click on the folder icon and select the inbox folder

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      Once the inbox folder selected then save the flow by clicking on the save icon.

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      Edit the HR365 – HD External Email Trigger

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      Below screen display once click on edit ‘HR365 – HD External Email Trigger’. Click on the condition and then click on ‘Get Flow’, select the default value in the Environment dropdown, and select ‘HR365 – HD SharedMailox’ in the flow dropdown.

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    29. In the left navigation panel, go to 'Cloud flows.' Turn on the flow for 'SharedMailbox' and 'ExternalUserEmail' as shown in the image.
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    31. Once the flows are activated, visit the Helpdesk application, go to settings, and then to 'Helpdesk mailbox.' Click on 'Configure' and select 'Validate.' This action will display the configured mailbox.
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    33. Now turn on the toggle to send all emails from the Helpdesk mailbox.
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    35. Proceed to the ticket customization section and enable the toggle for creating tickets automatically.
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    37. Test the configuration by sending an email to the shared mailbox ID. For instance, Adele Vance (User) sent an email to the configured mailbox, and it was successfully converted into a ticket.
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