We design and implement intelligent automations for your business using Microsoft Power Platform, Power Automate, Copilot, and other advanced AI tools to help you reach your strategic goals.
Our solutions reduce manual workload by thousands of hours, cut operational costs, and significantly improve efficiency. Below is one of many case studies showcasing the impact we’ve delivered for our customers.
High-Level Support Request Automation Workflow with Microsoft Teams, Power Automate and Zendesk
This high-level workflow illustrates how Power Automate can streamline support operations by searching for existing solutions, presenting answers directly in Microsoft Teams, and managing ticket lifecycles within Zendesk. The process reduces repetitive support effort, improves response times, and ensures unresolved issues are automatically escalated for helpdesk follow-up.
flowchart TD
A[User submits support request in Teams channel] --> B[Power Automate searches Teams for similar solved questions]
B --> C{Solution found?}
C -->|Yes| D[Search Zendesk for related knowledge and ticket information]
D --> E[Present solution in Teams]
E --> F[Create or record Zendesk ticket and display ticket number with Approve or Reject options]
F --> G{User approves solution?}
G -->|Approve| H[Close ticket in Zendesk]
G -->|Reject| I[Notify helpdesk agent for follow-up]
C -->|No| J[Automatically create Zendesk ticket]
J --> K[Inform user of ticket number in Teams]
K --> I
Business benefits include faster issue resolution, improved self-service adoption, reduced support workload, and clear visibility of support activity through automated Zendesk ticket management.