Bremen, Germany hashmat@bahadari.de bahadari.de

Automation

Structuring the inbox and routing to cases

Emails land with the right case automatically – with full history for the whole team.

BPMN: assigning incoming emails to cases
Power AutomateEmail inshared mailboxRead referencefrom subjectfound?Assign to case,store historyNotifyteamFlag“to clarify”yesno

Typical situation

Customer requests arrive in personal inboxes. Others can’t see who is responsible or what has been answered.

Solution

  1. Shared mailboxRequests go to a shared mailbox instead of individuals.
  2. RoutingA flow reads the reference number from the subject and attaches the message to the matching case.
  3. ExceptionsEmails without a reference are flagged and reported to the team.
  4. OverviewA Power App shows all cases with history as a Kanban board.

Benefits

  • No case depends on one person’s inbox
  • Full history per case
  • Cover without handover problems

Technical detail

Trigger on shared mailbox, expressions to extract the reference, branching, storage as list item or comment via API.

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