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Setting up Teams Notifications for Tickets and Feedback using Power Automate

Nicholas Westgate
  • Updated

To send Teams Notifications when a Ticket or Feedback is submitted, you can use a Power Automate Workflow to show an Adaptive Card that displays the Ticket Information to a specific Team and Channel.

Note: For Workflows to work with Teams, you'll need a Premium Power Automate License. 

  1. Creating the Power Automate Workflow
  2. Adding the Webhook in CloudRadial

Creating the Power Automate Workflow

  1. Login to Power Automate and select Create

    Power Automate Teams Notifications KB 1.png
  2. Search for post a card and select the template Post to a channel when a webhook request is received

    Power Automate Teams Notifications KB 2.png

  3. Click Continue and then Create
  4. Note: You may be prompted to select the Team & Channel you want the Card to be directed to at the Continue prompt
    Power Automate Teams Notifications 3&4.png
  5. Click Edit to edit the workflow

    Power Automate Teams Notifications KB 5.png
  6. Select the action Select each adaptive card

    Power Automate Teams Notifications KB 6.png
  7. Click the 3 dots on the pop-out and select Delete

    Power Automate Teams Notifications KB 7&8.png
  8. Click OK at Delete workflow graph

    Power Automate Teams Notifications KB 9.png
  9. Select + to insert a new action

    Power Automate Teams Notifications KB 10.png
  10. Search for post a card and select Post a card in a chat or channel

    Power Automate Teams Notifications KB 11.png
  11. Set the Post As option to Flow bot, the Post In option to Channel

    Power Automate Teams Notifications KB 12.png
  12. Set the Team and Channel you want to post the card to and paste the Adaptive Card JSON example from below into the appropriate field

    Power Automate Teams Notifications KB 13.png

 

JSON Schema for Ticket Feedback (ConnectWise Manage, Kaseya BMS, Syncro, Halo PSA)

{
"$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
"type": "AdaptiveCard",
"version": "1.4",
"body": [
{
"type": "TextBlock",
"text": "📝 Client Feedback 📝",
"weight": "Bolder",
"size": "Large",
"color": "Attention",
"horizontalAlignment": "Center",
"wrap": true
},
{
"type": "TextBlock",
"text": "@{if(contains(triggerBody()?['sections'][0]?['facts'][0]?['value'], 'WANTS TO BE CONTACTED'), '⚠️ CLIENT WANTS TO BE CONTACTED ⚠️', '')}",
"weight": "Bolder",
"size": "Medium",
"color": "Attention",
"horizontalAlignment": "Center",
"wrap": true,
"isVisible": "@{contains(triggerBody()?['sections'][0]?['facts'][0]?['value'], 'WANTS TO BE CONTACTED')}"
},
{
"type": "FactSet",
"facts": [
{
"title": "Ticket Number:",
"value": "@{if(contains(triggerBody()?['sections'][0]?['facts'][0]?['value'], 'WANTS TO BE CONTACTED'), triggerBody()?['sections'][0]?['facts'][1]?['value'], triggerBody()?['sections'][0]?['facts'][0]?['value'])}"
},
{
"title": "Company:",
"value": "@{if(contains(triggerBody()?['sections'][0]?['facts'][0]?['value'], 'WANTS TO BE CONTACTED'), triggerBody()?['sections'][0]?['facts'][2]?['value'], triggerBody()?['sections'][0]?['facts'][1]?['value'])}"
},
{
"title": "Submitted By:",
"value": "@{if(contains(triggerBody()?['sections'][0]?['facts'][0]?['value'], 'WANTS TO BE CONTACTED'), triggerBody()?['sections'][0]?['facts'][3]?['value'], triggerBody()?['sections'][0]?['facts'][2]?['value'])}"
},
{
"title": "Email:",
"value": "@{if(contains(triggerBody()?['sections'][0]?['facts'][0]?['value'], 'WANTS TO BE CONTACTED'), triggerBody()?['sections'][0]?['facts'][4]?['value'], triggerBody()?['sections'][0]?['facts'][3]?['value'])}"
},
{
"title": "Rating:",
"value": "@{if(equals(triggerBody()?['sections'][0]?['activityTitle'], 'Positive rating'), '😀 Positive', if(equals(triggerBody()?['sections'][0]?['activityTitle'], 'Neutral rating'), '😐 Neutral', if(equals(triggerBody()?['sections'][0]?['activityTitle'], 'Negative rating'), '☹️ Negative', triggerBody()?['sections'][0]?['activityTitle'])))}"
}
]
},
{
"type": "TextBlock",
"text": "Feedback:",
"weight": "Bolder",
"spacing": "Medium"
},
{
"type": "TextBlock",
"text": "@{coalesce(triggerBody()?['sections'][0]?['text'], 'No additional comments')}",
"wrap": true
},
{
"type": "TextBlock",
"text": "Timestamp:",
"weight": "Bolder",
"spacing": "Medium"
},
{
"type": "TextBlock",
"text": "@{triggerBody()?['sections'][0]?['activitySubtitle']}",
"wrap": true
}
],
"actions": [
{
"type": "Action.OpenUrl",
"title": "View Feedback in Portal",
"url": "@{triggerBody()?['potentialAction'][0]?['targets'][0]?['uri']}"
}
]
}

 

JSON Schema for Ticket Feedback (Autotask PSA)

{
"$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
"type": "AdaptiveCard",
"version": "1.4",
"body": [
{
"type": "TextBlock",
"text": "📝 Client Feedback 📝",
"weight": "Bolder",
"size": "Large",
"color": "Attention",
"horizontalAlignment": "Center",
"wrap": true
},
{
"type": "TextBlock",
"text": "@{if(contains(triggerBody()?['sections'][0]?['facts'][0]?['value'], 'WANTS TO BE CONTACTED'), '⚠️ CLIENT WANTS TO BE CONTACTED ⚠️', '')}",
"weight": "Bolder",
"size": "Medium",
"color": "Attention",
"horizontalAlignment": "Center",
"wrap": true,
"isVisible": "@{contains(triggerBody()?['sections'][0]?['facts'][0]?['value'], 'WANTS TO BE CONTACTED')}"
},
{
"type": "FactSet",
"facts": [
{
"title": "Ticket Number:",
"value": "@{if(contains(triggerBody()?['sections'][0]?['facts'][0]?['value'], 'WANTS TO BE CONTACTED'), triggerBody()?['sections'][0]?['facts'][1]?['value'], triggerBody()?['sections'][0]?['facts'][0]?['value'])}"
},
{
"title": "Company:",
"value": "@{if(contains(triggerBody()?['sections'][0]?['facts'][0]?['value'], 'WANTS TO BE CONTACTED'), triggerBody()?['sections'][0]?['facts'][2]?['value'], triggerBody()?['sections'][0]?['facts'][1]?['value'])}"
},
{
"title": "Submitted By:",
"value": "@{if(contains(triggerBody()?['sections'][0]?['facts'][0]?['value'], 'WANTS TO BE CONTACTED'), triggerBody()?['sections'][0]?['facts'][3]?['value'], triggerBody()?['sections'][0]?['facts'][2]?['value'])}"
},
{
"title": "Email:",
"value": "@{if(contains(triggerBody()?['sections'][0]?['facts'][0]?['value'], 'WANTS TO BE CONTACTED'), triggerBody()?['sections'][0]?['facts'][4]?['value'], triggerBody()?['sections'][0]?['facts'][3]?['value'])}"
},
{
"title": "Rating:",
"value": "@{if(equals(triggerBody()?['sections'][0]?['activityTitle'], 'Positive rating'), '😀 Positive', if(equals(triggerBody()?['sections'][0]?['activityTitle'], 'Neutral rating'), '😐 Neutral', if(equals(triggerBody()?['sections'][0]?['activityTitle'], 'Negative rating'), '☹️ Negative', triggerBody()?['sections'][0]?['activityTitle'])))}"
}
]
},
{
"type": "TextBlock",
"text": "Feedback:",
"weight": "Bolder",
"spacing": "Medium"
},
{
"type": "TextBlock",
"text": "@{coalesce(triggerBody()?['sections'][0]?['text'], 'No additional comments')}",
"wrap": true
},
{
"type": "TextBlock",
"text": "Timestamp:",
"weight": "Bolder",
"spacing": "Medium"
},
{
"type": "TextBlock",
"text": "@{triggerBody()?['sections'][0]?['activitySubtitle']}",
"wrap": true
}
],
"actions": [
{
"type": "Action.OpenUrl",
"title": "View Feedback in Portal",
"url": "@{triggerBody()?['potentialAction'][0]?['targets'][0]?['uri']}"
}
]
}

JSON Schema for Ticket Notifications (ConnectWise Manage, Kaseya BMS, Syncro, Halo PSA)

{
"$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
"type": "AdaptiveCard",
"version": "1.4",
"body": [
{
"type": "TextBlock",
"text": "📝 New Ticket Submission 📝",
"weight": "Bolder",
"size": "Large",
"color": "Attention",
"horizontalAlignment": "Center",
"wrap": true
},
{
"type": "FactSet",
"facts": [
{
"title": "Ticket Number:",
"value": ""
},
{
"title": "Subject:",
"value": ""
},
{
"title": "Description:",
"value": ""
},
{
"title": "Submitted By:",
"value": " "
},
{
"title": "Company:",
"value": ""
},
{
"title": "Role:",
"value": ""
},
{
"title": "Email:",
"value": ""
}
]
}
]
}

 

JSON Schema for Ticket Notifications (Autotask PSA)

{
  "$schema": "http://adaptivecards.io/schemas/adaptive-card.json",
  "type": "AdaptiveCard",
  "version": "1.4",
  "body": [
    {
      "type": "TextBlock",
      "text": "📝 New Ticket Submission 📝",
      "weight": "Bolder",
      "size": "Large",
      "color": "Attention",
      "horizontalAlignment": "Center",
      "wrap": true
    },
    {
      "type": "FactSet",
      "facts": [
        {
          "title": "Ticket Number:",
          "value": "@{triggerBody()?['Ticket']?['TicketString']}"
        },
        {
          "title": "Subject:",
          "value": "@{triggerBody()?['Ticket']?['TicketSubject']}"
        },
        {
          "title": "Description:",
          "value": "@{triggerBody()?['Ticket']?['TicketDescription']}"
        },
        {
          "title": "Submitted By:",
          "value": "@{triggerBody()?['User']?['UserFirstName']} @{triggerBody()?['User']?['UserLastName']}"
        },
        {
          "title": "Company:",
          "value": "@{triggerBody()?['Company']?['CompanyName']}"
        },
        {
          "title": "Role:",
          "value": "@{if(triggerBody()?['User']?['UserIsAdmin'], 'Admin', 'User')}"
        },
        {
          "title": "Email:",
          "value": "@{triggerBody()?['User']?['UserEmail']}"
        }
      ]
    },
    {
      "type": "Action.OpenUrl",
      "title": "Open in Portal",
      "url": "@{triggerBody()?['uri']}"
    }
  ]
}

 

 

 

 

 

 

13. Don't forget to Save your workflow

Power Automate Teams Notifications KB 14.png

14. Select the action When a Teams webhook request is received and copy the HTTP URL

Power Automate Teams Notifications KB 15.png

Note: The HTTP URL is the webhook you will use in CloudRadial. See below for where to add the webhook.

 

Adding the Webhook in CloudRadial

In the Ticket Areas:

  1. Edit or create a new form (Problem Reports or Service Requests)
  2. Select the Routing tab
  3. Paste the URL in the JSON Webhook URL field
  4. Select Submit

In the Feedback Area:

  1. Go to, Partner > Feedback
  2. Select Settings > Edit at the top right of the page
  3. Paste the URL in the Teams Webhook URL field
  4. Select Submit

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