Mailbox to cases
The support mailbox is monitored, cases are created automatically and assigned to queues.
Case Studies / Service Desk and Customer Portal
Service Desk and Customer Portal
for an IT Support Company
An IT support company needed to turn a shared support mailbox into managed queues, track the hours it owes each customer, and give customers a secure portal of their own.
The problem behind the work
Support requests arrived in a shared mailbox and had to be turned into work by hand. It was difficult to see who was working on what, or how much capacity the team had left.
Customers bought support as a monthly allocation of hours, so the business also needed to log time against each agreement, and give customers a way to see and manage their own account.
A shared mailbox as the front door
Requests arrived by email and had to be turned into tracked work by hand.
No view of workload or capacity
Managers could not easily see who was carrying what, or how much room the team had.
Hours not tied to agreements
Time spent had to be matched to each customer's monthly allocation.
Customers chasing by email
Customers had no place of their own to log or follow their requests.
Onboarding done by hand
Onboarding details, documents and new users all went through the support team.
What was delivered
A service desk built with model-driven apps, Dataverse and Power Automate, plus a Power Pages portal for customers, secured with single sign-on and two-factor authentication.
Queues and picking
Users pick cases from the queue, log hours against them and close the case.
Managed service hours
Hours used are tracked against each customer's monthly allocation, with a full audit history.
Timer control
A custom control lets users start a timer while they work on a case.
Workload board
Managers see capacity on a Kanban dashboard and drag and drop cases to users and teams.
Customer portal
Customers register, log in, complete onboarding, accept documents, invite colleagues, see their hours and log cases.
What changed
Every request becomes a case
Mail to the support address is turned into a tracked, queued case.
Balanced workload
Managers can see capacity and move cases between users and teams.
Hours against agreements
Time is logged against each customer's managed service allocation, with a full audit history.
Time captured as the work happens
A built-in timer makes logging hours part of working on the case.
Customers help themselves
Customers onboard, accept documents, invite colleagues and track cases in the portal.
Secure by design
The portal uses single sign-on and two-factor authentication.
Platform components
Power Apps (Model-Driven)
Power Automate
Power Pages
Dataverse
Support still living in a shared inbox?
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