FlowDesk

One intake for tickets and to-dos, with built-in routing.

FlowDesk is a unified Microsoft 365-native intake and work management system for internal tickets and to-dos. It consolidates form capture, bucket-based routing, assignment, status tracking, communication, and reporting into one controlled workspace for IT, operations, purchasing, customer service, and related teams.

Business Goals

  • Reduce ticket and to-do intake fragmentation by consolidating at least 90% of requests into one form within 3 months of launch.
  • Cut manual reassignment and triage work by 50% within 8 weeks by routing items automatically to the correct default owner and category view.
  • Improve response-time compliance so 80% of new items receive an owner acknowledgment within 1 business day within 90 days.
  • Increase reporting coverage so monthly leadership reporting can be generated in under 10 minutes, versus ad hoc manual compilation.
  • Achieve 95% user adoption among current request creators and assignees within 6 months through Microsoft 365 integration and simplified intake.

User Goals

  • Create a ticket or to-do in under 2 minutes with all required context captured up front.
  • Automatically assign items to the right default person or team based on type and bucket.
  • See only the work relevant to my category, unless I have broader admin access.
  • Track status, notes, due date, and creator information in one place without switching tools.
  • Export filtered lists and dashboards to Excel or PDF when I have permission.

Non-Goals

  • Replacing Microsoft Teams, Outlook, or Planner as general collaboration tools.
  • Building a full ITIL service desk with SLAs, escalations, asset management, and knowledge base in phase 1.
  • Implementing external customer self-service portals or public-facing ticket submission.
  • Replacing company identity and access management instead of integrating with Microsoft Entra ID.

Operations Manager Lena, 39 - Lena receives internal requests for operations and wants a clean, limited view of only her team’s work. She needs fast intake, clear ownership, and status visibility without sorting through IT or purchasing items.

Operations Manager Lena, 39

  • As an operations manager, I want to see only To-Do Operations items by default, so that I can focus on my team’s queue.
  • As an operations manager, I want to reassign work and add notes, so that handoffs are documented and clear.
  • As an operations manager, I want to export my filtered workload, so that I can review it in Excel with my team.

IT Coordinator Markus, 46 - Markus handles incident-like tickets and needs richer communication inside each item. He wants to capture screenshots and maintain a reliable audit trail of changes and replies.

IT Coordinator Markus, 46

  • As an IT coordinator, I want users to submit tickets with attachments and detailed context, so that I can diagnose issues faster.
  • As an IT coordinator, I want to post updates and questions inside the ticket, so that communication stays attached to the case.
  • As an IT coordinator, I want a sequential ticket number, so that I can reference issues consistently in emails and meetings.

Admin Sara, 34 - Sara configures categories, permissions, and default routing across the whole system. She needs control over who can view, edit, and export each queue while keeping the setup maintainable.

Admin Sara, 34

  • As an admin, I want to assign users to category tags and access levels, so that each team only sees its own items.
  • As an admin, I want to set default assignees per bucket and item type, so that new items land with the right owner.
  • As an admin, I want reporting and export permissions to be configurable, so that sensitive data is only shared with approved roles.

Unified Intake Form · High priority

  • A single Microsoft 365-friendly intake form must create either a ticket or a to-do with the right fields shown based on item type.
  • The form must support item type selection first: Ticket or To-Do.
  • For To-Do items, the form must require a subcategory selection such as BDM, Operations, or Purchasing/Customer Service.
  • For Tickets, the form must require a topic such as IT Ticket, Compliance Incident, Improvement Suggestion, or Maintenance.
  • The form must collect title, priority, detailed description, optional due date, and attachment uploads.
  • Submission must validate required fields and show a clear error if mandatory fields are missing or attachments exceed allowed size.

Routing, Assignment, and Numbering · High priority

  • Submitted items must be automatically created in the correct queue, with sequential IDs, default assignees, and notification emails.
  • The system must generate separate sequential IDs for tickets and to-dos, formatted like TIC-2026-0001 and TODO-2026-0001.
  • Each item must be routed to a bucket or category view based on type and subcategory.
  • A default assignee must be applied automatically, with the ability for permitted users to reassign later.
  • An email notification must be sent on creation to the responsible person and optional watchers, including title, urgency, type, and bucket.
  • The creator must be stored and displayed on the item record for traceability.

Work Management and Status Tracking · High priority

  • Users must be able to manage work items through a shared lifecycle with notes, due dates, and status changes.
  • Supported statuses must include NEW, IN PROGRESS, PENDING, NO SOLUTION, RESOLVED, and COMPLETED.
  • Permitted users must update assignee, status, due date, and personal notes.
  • Notes must support a chronological activity history with timestamp and author.
  • Overdue items must be visually flagged in views and dashboard summaries.
  • If a user lacks edit permission, they must see read-only fields only.

Views, Filtering, and Permissions · High priority

  • The system must provide four primary views plus an optional consolidated overview, controlled by role-based permissions.
  • Primary views must include Ticket System, To-Do BDM, To-Do Operations, and To-Do Purchasing/Customer Service.
  • A consolidated overview must be available only to authorized users and must visually distinguish categories with color tags or labels.
  • Filters must support type, category, status, priority, assignee, creator, and due date.
  • Permissions must support read-only versus edit access at the category level.
  • Admins must assign users to one or more tags at setup time and be able to change them later.

Reporting and Communication · Medium priority

  • The product should support in-item communication for tickets and reporting exports for analysis and leadership review.
  • Tickets must support comments or replies tied directly to the item, ideally via Microsoft Teams or Outlook integration.
  • To-dos should support comments as a nice-to-have in the same interface, but can launch with internal notes first.
  • A dashboard must show counts by period, category, priority, status, and assignee.
  • Authorized users must be able to export filtered data to Excel and PDF.
  • The reporting layer must preserve access rules so users cannot export data they are not allowed to view.

Microsoft 365 Intake to First Visible Item

  • User opens a branded web app or embedded Microsoft 365 page and clicks New Request.
  • User selects Ticket or To-Do and the form adapts instantly to show the correct fields.
  • User fills title, priority, category, description, due date, and uploads files if needed.
  • User submits and receives confirmation with the generated ticket number within 5 seconds.
  • Assigned owner receives an email notification immediately, and the item appears in the correct view within 10 seconds.
  • User can open the item from confirmation or email and see status, creator, and next steps.

1. Create request

  • The user chooses item type and completes a short form tailored to ticket or to-do workflows.
  • Required fields are validated inline before submission.
  • Attachment upload supports screenshots and PDFs with clear file limits and type checks.
  • Conditional fields appear only when relevant to reduce friction.

2. Route and identify

  • The system creates the record, assigns a sequential number, and routes it to the correct queue.
  • IDs are unique per year and type.
  • If a routing rule is missing, the item is placed in a fallback triage queue and flagged for admin review.
  • The creator and timestamp are stored automatically.

3. Notify owner

  • The default owner receives a concise notification with everything needed to start work.
  • Email includes title, priority, type, and bucket.
  • Optional Teams notification can mirror the email for faster visibility.
  • If the owner cannot be resolved, the system alerts admins instead of silently failing.

4. Work and update

  • Assignees update status, notes, due date, and ownership as work progresses.
  • Status changes are logged in history.
  • Users with read-only permissions cannot modify data and see a locked state.
  • Overdue items surface in list and dashboard views.

5. Communicate and close

  • Tickets support comment-based communication and the item is closed when resolved or completed.
  • Tickets can accept replies from Outlook or Teams when integrated.
  • Closed items remain searchable and exportable.
  • Reopen logic is available for permitted users if new information arrives.

Power-user and edge-case capabilities

  • Role-based consolidated dashboard with color-coded categories and saved filters.
  • Bulk export to Excel and PDF for authorized users.
  • Admin configuration for default assignees, routing rules, and access tags.
  • Comment threading and email-to-item reply capture for tickets.
  • Fallback triage queue for items that do not match any rule.
  • Audit history for all changes, including status, assignee, and notes edits.

Clear, accessible, Microsoft-friendly UI

  • Use a clean Microsoft 365-aligned design with familiar spacing, typography, and iconography.
  • Show category colors consistently, but never rely on color alone; include labels and icons for accessibility.
  • Prioritize dense but readable list views with fast filters and sticky table headers.
  • Ensure keyboard navigation, screen-reader labels, and high-contrast states for all controls.
  • Keep response times under 1 second for most list interactions and show optimistic updates where safe.

Lena in Operations used to receive requests through forms, emails, and chat messages, then manually sort them into the right place. She spent time checking whether a request was a ticket or a to-do, then forwarding it to the right colleague and following up for status updates.

With FlowDesk, Lena sends people to one intake form that adapts to the request type, automatically routes the item into the Operations view, and assigns a default owner. She can see only her queue, update statuses, add notes, and export the week’s workload in a few clicks.

The result is less manual triage, faster ownership, and better visibility for management. The business gets a single source of truth for internal work, while teams keep the permissions and workflows they need.

User-Centric Metrics

  • 90% of submissions complete successfully on the first attempt.
  • Average form completion time under 2 minutes.
  • 80% of items receive an owner acknowledgment within 1 business day.
  • 95% of active assignees use the new system weekly within 2 months.
  • Less than 5% of items require admin correction for routing or missing fields.

Business Metrics

  • Reduce manual triage effort by 50% within 90 days.
  • Consolidate at least 90% of requests into the new system within 3 months.
  • Increase leadership reporting turnaround from hours to under 10 minutes.
  • Improve cross-team visibility so fewer than 10% of items are lost to email follow-up.
  • Maintain 6-month retention of active users above 85%.

Technical Metrics

  • 99.9% monthly uptime for the core app and API.
  • P95 page and API response time under 500 ms for list and detail views.
  • Zero critical permission leaks in access testing before launch.
  • All notifications delivered or retried within 60 seconds of item creation.

Tracking Plan

  • Track form_started with item type and source surface.
  • Track form_completed with duration, validation errors, and attachment count.
  • Track item_created with generated ID, type, category, bucket, and assignee.
  • Track status_changed with old status, new status, and actor role.
  • Track note_added and comment_added with item type and channel.
  • Track export_requested with format, filters, and permission scope.
  • Track permission_denied_view and permission_denied_export for security monitoring.

Technical Needs

  • React or Next.js front end for a responsive web app.
  • Node.js or .NET 8 backend API with role-based authorization.
  • Microsoft Entra ID authentication with group and role claims.
  • Microsoft Graph API integration for Outlook, Teams, and file attachments.
  • PostgreSQL for structured work-item data and audit history.
  • Blob storage such as Azure Blob Storage for attachments and exports.
  • Background job processing with Azure Functions, Hangfire, or similar for notifications and numbering.

Integration Points

  • Microsoft Entra ID for single sign-on and role assignment.
  • Microsoft Outlook and Exchange Online for notification and reply workflows.
  • Microsoft Teams for optional item communication and alerts.
  • Microsoft Graph API for users, groups, and mail delivery.
  • Power Automate or Microsoft Forms migration inputs for legacy intake during rollout.

Data Storage & Privacy

  • Store only business-relevant personal data such as creator, assignee, and comment author.
  • Apply row-level or query-level access controls so users only see authorized categories.
  • Encrypt data in transit with TLS 1.2+ and at rest using managed cloud encryption.
  • Provide audit logs for access, edits, exports, and permission changes.
  • Support GDPR-compliant retention rules, including configurable deletion or archival periods.

Scalability & Performance

  • Support at least 50 concurrent users and 10,000 historical items in the first release.
  • Use indexed queries for status, assignee, category, and due date filters.
  • Process notifications and attachment uploads asynchronously to keep submission fast.
  • Cache reference data such as categories, roles, and routing rules to reduce load.

Potential Challenges

  • Complex permission matrix may cause accidental overexposure; mitigate with group-based access control, automated tests, and a permission review checklist.
  • Sequential numbering may break under concurrency; mitigate with database-backed locking or per-type sequence services.
  • Microsoft Graph limitations or API changes may disrupt communication features; mitigate with abstraction layers and fallback email notifications.
  • Legacy data migration from Planner and Power Automate may create duplicates; mitigate with import mapping, de-duplication rules, and staged rollout.
  • Users may resist changing from existing flows; mitigate with a simple form, parallel run period, and team-specific training.

Team & resourcing - Small cross-functional team - 2 full-stack engineers, 1 product designer, part-time PM, and shared Microsoft 365 admin support.

Phase 1: MVP intake and routing · Weeks 1-4

  • Single unified form for tickets and to-dos
  • Basic routing rules and default assignees
  • Sequential numbering for tickets and to-dos
  • Email notification on creation
  • Simple list views for the four main queues

Phase 2: Permissions and work management · Weeks 5-8

  • Role-based access by category/tag
  • Read-only and edit permissions
  • Status changes, notes, due date, and reassignment
  • Creator display and item history
  • Overdue highlighting and filtered views

Phase 3: Reporting and exports · Weeks 9-11

  • Dashboard with counts by period, category, status, and priority
  • Export to Excel and PDF for authorized users
  • Saved filters and consolidated overview
  • Audit-friendly access logging
  • Improved admin configuration screens

Phase 4: Communication and hardening · Weeks 12-14

  • Teams or Outlook-based item communication for tickets
  • Reply capture and threaded discussion
  • Performance tuning and security hardening
  • Migration support for legacy forms and plans
  • Pilot rollout, feedback loop, and launch checklist

Paste this into Cursor, Bolt, Lovable, or v0 to start building.

Build a Microsoft 365-native internal work management app called FlowDesk for unified Tickets and To-Dos.

Core requirements:
Create one intake form that starts with Item Type = Ticket or To-Do, then conditionally shows fields.
For To-Do, allow category selection: BDM, Operations, Purchasing/Customer Service.
For Ticket, allow category selection: IT Ticket, Compliance Incident, Improvement Suggestion, Maintenance.
Required fields: title, priority (low, normal, high, critical), topic/category, detailed description, optional due date, attachments.
On submit, create a work item with sequential ID format TIC-YYYY-0001 or TODO-YYYY-0001, route it to the correct bucket, assign a default owner, and send an email notification with title, priority, type, and bucket.

App screens:
Login via Microsoft Entra ID.
Dashboard with four views: Ticket System, To-Do BDM, To-Do Operations, To-Do Purchasing/Customer Service.
Optional consolidated admin overview with color-coded categories and filters for type, bucket, status, priority, assignee, creator, due date.
Item detail page with status, assignee, creator, attachments, notes, activity history, and comment thread for tickets.
Admin settings page for roles, category tags, default assignees, and export permissions.
Reporting page with counts by date range, category, priority, and status, plus Excel and PDF export for authorized users.

Permissions:
Use role-based access with read-only vs edit rights per category/tag.
Users assigned to a tag can only view that tag’s queue unless they have admin or consolidated-overview access.
Only authorized roles can export reports.

Data model:
User, Role, CategoryTag, WorkItem, WorkItemStatusHistory, Comment, Attachment, Notification, AuditLog, RoutingRule.
WorkItem should include id, sequenceNumber, year, itemType, category, bucket, title, description, priority, status, creatorId, assigneeId, dueDate, createdAt, updatedAt, resolvedAt.
Attachments should be stored in blob storage with metadata in Postgres.
Keep an immutable audit trail for status changes, assignee changes, exports, and permission changes.

Tech stack:
Frontend: Next.js, React, TypeScript, Tailwind CSS, shadcn/ui.
Backend: Next.js API routes or NestJS with TypeScript.
Database: PostgreSQL with Prisma.
Auth: Microsoft Entra ID / MSAL.
Files: Azure Blob Storage.
Notifications: Microsoft Graph API for Outlook and optional Teams integration.
Jobs: Azure Functions or a queue worker for numbering and notification delivery.

Build responsive, accessible UI with fast filtering, keyboard navigation, and clear empty states. Seed the app with sample queues, users, and routing rules. Implement validation, error handling, audit logging, and optimistic updates where safe. Deliver a working MVP with create, view, update, assign, comment, export, and admin configuration flows.

Business Idea

Ticketsystem / ToDo‘s Aktuelles Ticket -System Our system is currently run using Microsoft Power Automate, Microsoft Planner and Microsoft Forms. As soon as the person raising the ticket completes the Microsoft Forms form, a flow is automatically triggered via Microsoft Power Automate. The responses are then retrieved, and a task is created in Microsoft Planner in the correct bucket, with the relevant details. At present, regardless of the bucket, only one specific person is assigned as the responsible party, and this person then manually updates the responsibility as required. At the end of the flow, an email is sent to three people to inform them that a new ticket has been created. Microsoft Planner View: Microsoft Forms starting View Task View Microsoft Planner Current status of to-do list As well as a ticketing system, we also have a system for to-do lists. It works in exactly the same way – there are just a few diƯerent questions in Microsoft Forms, and the buckets are named slightly diƯerently. Ticket and ToDo’s Goals (Tetbit) We think using a form is very straightforward and also beneficial for the person who needs to resolve the ticket, as a lot of the information is already included. Whether this is Microsoft Forms or something else doesn’t really matter. The form should definitely include the following: • Select a ToDo or ticket (other fields can be filled in accordingly) • For ‘ToDo’, select one of the following: Business Development Management, Operations, Einkauf / Kundendienst • Title of the ticket or ToDo, or a few keywords describing what it’s about. • Priority (low, normal, high, critical) • Select a topic or category (for tickets: IT ticket, Compliance Vorfall, Verbesserungsvorschlag and Unterhalt) (for To-Dos: Aktuell, Verbesserung, Sonstiges) • Further information or a detailed description of the problem • The option to upload attachments, such as screenshots or PDFs At present, the to-do list and ticket system are two separate plans and forms; we would like to consolidate these so that, as described above, there is a single form with which everything can be created. There should be four views for this (Ticket System, To-Do BDM, To-Do Operations, To-Do Purchasing / Customer Service). If necessary, it should also be possible to view a consolidated overview within the system, where colours indicate which items belong to which category, and to apply filters so that, for example, only To-Do BDM is displayed, etc. However, this would require the use of permissions; for instance, if a user is assigned the ‘Operations’ tag, they can view To-Do Operations but not other categories. The same applies to the other categories. The admins can then decide at the outset who is assigned which tag and whether they have read-only access or can also edit entries. Tickets and To-Dos should, as a minimum, have the following features: • Change status (NEW, IN PROGRESS, PENDING, NO SOLUTION, RESOLVED, COMPLETED) • Assign to people (by default, one person should be assigned; depending on the bucket etc., a diƯerent person may be assigned, but it should also be possible to change this). • Import details from the form • A field for personal notes where updates etc. can be entered. • Due date: not a mandatory field but can be filled in. • For tickets, it would be good if communication could take place directly via the ticket – i.e. queries, replies or other feedback can be posted there. For To-Dos, this would be a nice-to-have feature but not essential. Ideally, this communication should be possible via OƯice 365, i.e. Teams or Outlook. • The person who created the ticket should be clearly identified in the ticket • When a ticket or To-Do is created, the person responsible should receive an email notifying them that there is a new ticket or To-Do. The email should include the title, urgency, whether it’s a ToDo or a ticket, and which bucket it belongs to. • A sequential ticket number, e.g. TIC-2026-0001 and TODO-2026-0001 Finally, it would be very useful to be able to analyse the tickets – in other words, to see how many there were during period ‘x’, which categories were most aƯected, what their priorities were, and so on. On the one hand, this would be a sort of dashboard, and it would also be good if you could export the data to PDF or Excel. (But this should only be possible with the appropriate permissions.)

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