Service desk automation where no ticket gets dropped
New tickets land in Teams with a one-click Claim button, unclaimed ones escalate every 30 minutes, and an AI-written summary closes out every day.
- WhenTicket created in the PSA
- ThenCard posted to Teams with Claim
- ThenUnclaimed? Escalates every 30 min
- ResultEvery ticket gets an owner
- Power Automate
- n8n
- Microsoft Teams
- Azure OpenAI
- ConnectWise
The problem
Ticket alerts arrived as plain text from a third-party automation tool. Nobody could act on them from Teams, and tickets that nobody picked up just sat in the queue.
What I built
- A webhook relay in n8n that receives PSA events, filters out duplicates and forwards only genuinely new tickets
- A Power Automate flow that posts an adaptive card to Teams with Claim and Open buttons; claiming assigns the ticket owner in the PSA
- An escalation flow that runs every 30 minutes and color-codes tickets by how long they’ve waited
- A nightly summary of tickets opened, closed and still waiting, with recommendations written by Azure OpenAI
- A client-facing support app in Microsoft Teams, so clients reach the service desk from where they already work
Why it matters
The team works tickets from where they already spend their day, and the queue can’t quietly grow anymore.
Where it fits
- IT service desks and MSPs
- Facilities requests
- HR and finance queues
- Any team that works a queue