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Customer email tracking

A Kanban board in Power Apps showing customer requests with their full email thread – and filing emails to the right project automatically.

File customer emailFlow diagram
OLWhen a new email arrivesCustomer requests mailbox{ }ComposeRead project number from subject{ }ConditionProject number found?If yesTRAdd commentEmail to project cardSPCreate itemHistory for Power AppIf noSPCreate itemStatus: to clarifyTPost messageNotify the officePAFile customer emailPower Automate Cloud-FlowLast run: OK
A Kanban board in Power Apps showing customer requests with their full email thread – and filing emails to the right project automatically.

Starting point

Customer requests arrived in personal inboxes. Who was responsible and what had already been answered wasn’t visible to anyone else.

Approach

  1. Kanban in Power AppsRequests as cards by status, stored in SharePoint, with a thread view per request.
  2. File emailsA Power Automate flow appends incoming emails as comments to the matching Trello card, based on the project number.
  3. Tool choiceCompared Trello Free and ClickUp; Trello Free’s API and limits were sufficient for the need.

Outcome

  • The status of every request is visible to the whole team
  • Communication ends up with the project, not in one person’s inbox

Technical details

Matching uses the project number in the subject line. Incoming and outgoing emails are being connected step by step.

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