We’ve been using the Email to Ticket feature as part of some of our beginning of year workflows and have experienced some issues that I’d like to reach out to the community to ask about resolving or at least alleviating.
Our current setup is this: Microsoft Form → Power Automate Flow → Outlook Email → Ticket Creation.
We are having to use this setup due to legacy forms being already dispersed to a large group and the fact that we cannot link directly to specific issues ticket entry types in iiQ when communicating with our teams at different sites.
The issues we are seeing:
- When using Email to Ticket, the body of the email will only partially be delivered into the ticket details. Sometimes, the ticket will only contain the first word of the email body, which requires me to reforward the email to get it to create the full body.
- Sometimes there are significant delays or no tickets created, despite the email being successfully sent.
I understand that this is a technically tricky feature and have ensured it is not anything in our setup. Sometimes when the form is entered, the full ticket flows through, other times, it fails to show up, and other times only part of the email’s contents arrive in the body of the ticket. They always make it into my email outbox fully intact.
Has anyone experienced anything similar to this or have any recommendations for helping alleviate this problem? We love the feature and would love to make it a more integral part of our organization’s notification and troubleshooting domain.
) might be able to take this and run with it!