Internal Ticketing System

I led the development of a full-featured internal ticketing system to manage Power Platform–related requests within the department at Environment and Climate Change Canada (ECCC). The system allows users to submit incidents and inquiries, which are then triaged by admins and assigned to appropriate support groups or technicians.

Technicians can comment on tickets, communicate with users directly, and close tickets when resolved. A built-in booking system allows users to schedule consultations if they’re unsatisfied with the outcome, which helps ensure transparency and accountability.

The application is supported by over 28 Power Automate flows, handling everything from ticket creation and routing to notifications, escalations, and reporting. I was responsible for nearly all aspects of the build, from solution architecture to deployment and environment management, and I continue to maintain and update the app in production.

This solution has saved the team hundreds of hours previously spent managing tickets manually over email, improving efficiency, communication, and service quality across the board.