Cross-Department Ticketing System
A Power Apps solution that manages the full lifecycle of support requests, letting a single ticket be worked on collaboratively by multiple departments instead of being locked to one team, with real-time SLA and performance tracking.
Support requests were scattered and hard to coordinate across departments
Internal support requests were previously sent through email or ad-hoc chat, with no central place to track them. When an issue required more than one department to resolve (for example IT and Accounting), there was no clear way to show who owned which part, leading to delays, dropped requests, and no visibility into SLA compliance.
Built a Power Apps ticketing system that supports cross-department collaboration on a single request
Each ticket can be assigned to multiple departments at once instead of a single team, so every group involved can track and update progress on the same record. A live dashboard shows open, overdue, closed, and personally-assigned ticket counts, along with status and priority breakdowns so managers can spot bottlenecks at a glance.
Integrations
Technical Details
Impact
Step by Step
How It Works
Submit the ticket
Employees submit a support request through the New Ticket form, describing the issue and setting an initial priority.
Route to departments
The ticket is assigned to one or more departments needed to resolve it, instead of being locked to a single team.
Work and update
Involved departments update the ticket's status (New → In Progress → On Hold → Closed) directly on the shared record.
Monitor SLA
Power Automate periodically checks tickets and flags any approaching or past their SLA deadline.
Close and report
Once resolved, the ticket is closed and logged in Recent Activity for reporting and future reference.
Why It Matters
Key Highlights
A single ticket can be handled by multiple departments
Instead of being locked to one team, a ticket can be linked to several departments working on it at once, with everyone seeing shared progress instead of handing off manually over email.
Real-time dashboard tracking Open, Overdue SLA, Closed, and Assigned-to-Me ticket counts
Visual status and priority breakdowns that surface bottlenecks immediately
Automated alerts when a ticket is approaching or has breached its SLA, reducing escalations
Full history of status changes, priority, and ownership logged for reporting and audits
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