12/29/2025
Going into this new year I told myself I was going to become more organized and change some processes at work. The biggest change I wanted to make was a proper ticketing system and resolution documentation.
Being a small company, most "tickets" were put in via direct email or by phone. This felt outdate to me, but being small and working with a budget I knew it would take a lot for approval of a 3rd party system.
However, I was able to build my own for practically nothing and here's how.
1. I used Microsoft Lists to create an issues tracker list that acts as a ticket manager, allows me to assign technicians(myself), severity, notes, comments, and document resolutions.
2. I created a submission form in Microsoft Forms to fit the basic structures of a ticket, name, email, issue, description, severity etc. Then by emailing it out and adding it to a tab in Teams, my coworkers can access the form and submit tickets whenever needed.
3. I used Microsoft Power Automate to take data submitted from the form and create a ticket, and ID in the Issues tracker. It also is set up to send a confirmation email to the end user.
This obviously had a few more steps in each area, but it was relatively simple, works for my needs as the IT Support Specialist of a small business and if your company is already using Microsoft 365 you can do this to.
All in all, it took me roughly 1.5 hours to build, test and deploy. I wish I had done it sooner.
I do think that maybe for larger companies this solution isn't always ideal, but if you have a small IT team 1-3 people and a small to medium company this solution could work perfect.
Does anyone else use the approach I did?
