Key points
Numendo supported an international consulting group in deploying an automated support request sorting tool based on PowerApps and SharePoint. A fast-to-deploy, highly effective project delivering significant impact on support quality and internal cost reduction.
100%
automated workflow powered by a PowerApps architecture
-60s
incident logging time achieved
context
A major international audit and consulting firm faced internal support management issues due to the widespread use of a diverse application ecosystem. Numerous applications were either covered or uncovered by service contracts with an external service provider.
However, employees had formed the habit of sending all technical requests to the same contact point, leading to routing errors, significant lost time, and avoidable operational costs.
To optimize request management and route users to the right contacts from the first step, the IT department sought to implement a simple, fast-to-deploy, and scalable pre-filtering tool.
However, employees had formed the habit of sending all technical requests to the same contact point, leading to routing errors, significant lost time, and avoidable operational costs.
To optimize request management and route users to the right contacts from the first step, the IT department sought to implement a simple, fast-to-deploy, and scalable pre-filtering tool.
interventiion
Numendo stepped in to design, develop, and deploy an intelligent support ticket sorting tool based on PowerApps and SharePoint.
The engagement focused on the following key actions:
• User Form Design & Development: Creating a PowerApps form accessible to all employees via SharePoint. The form includes four fields: category (customizable drop-down list), title, description, and attachments.
• Automated Ticket Distribution: Automatically routing tickets based on the selected category.
◦ Each category configured in a dedicated collection contains the email addresses of the relevant contacts.
◦ An automated email notification is instantly dispatched to the appropriate stakeholders upon submission.
• Simple & Robust Architecture: Leveraging two collections (one for dynamic management of categories and contacts, the other for the ticket database) to record tickets alongside timestamps, author details, and submitted data.
• Fast & Secure Deployment: Creating SharePoint lists, importing the application, connecting data sources, setting up user permissions, and integrating the solution into the intranet.
• Validation & Testing: Conducting validation tests based on defined use cases outlined in dedicated documentation.
The engagement focused on the following key actions:
• User Form Design & Development: Creating a PowerApps form accessible to all employees via SharePoint. The form includes four fields: category (customizable drop-down list), title, description, and attachments.
• Automated Ticket Distribution: Automatically routing tickets based on the selected category.
◦ Each category configured in a dedicated collection contains the email addresses of the relevant contacts.
◦ An automated email notification is instantly dispatched to the appropriate stakeholders upon submission.
• Simple & Robust Architecture: Leveraging two collections (one for dynamic management of categories and contacts, the other for the ticket database) to record tickets alongside timestamps, author details, and submitted data.
• Fast & Secure Deployment: Creating SharePoint lists, importing the application, connecting data sources, setting up user permissions, and integrating the solution into the intranet.
• Validation & Testing: Conducting validation tests based on defined use cases outlined in dedicated documentation.
results
The application streamlined internal request management by automatically routing tickets to the right teams, reducing unnecessary workload on external support. Processing times were optimized, operational overhead was rationalized, and employees now benefit from a simple, accessible tool integrated into their daily Microsoft 365 environment.
