Notion Helpdesk Intake from Shared Mailbox

Overview

This flow turns a shared support mailbox into a structured Notion ticket queue. When a new email arrives, it creates a ticket page in a Notion support database (sender, subject, summary, received date, default status), acknowledges the requester from the shared mailbox with a short ticket reference, and posts a new-ticket alert to a Teams support channel.

Why it matters: Email-based support is hard to track. Landing each request as a Notion ticket gives the team a queryable queue with statuses and assignment — without a dedicated helpdesk tool — while the requester gets an immediate, professional acknowledgement.

Status: Built and verified (Flow Checker 0 errors / 0 warnings). Ships Off — going live only requires authorizing the three connections and setting the four environment variable values.

Use Case

A small team runs support from a shared inbox (e.g. support@contoso.com) and manages work in Notion. They want every inbound email captured as a ticket, the requester acknowledged automatically, and the team notified in Teams in real time.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
Office 365 Outlook	shared_office365	SharedMailboxOnNewEmailV2 SharedMailboxSendEmailV2
Notion	shared_notionip	CreateaPage
Microsoft Teams	shared_teams	PostMessageToConversation

Note — All connections are referenced as solution connection references; the flow is portable between environments as long as a connection is mapped at import time.

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Threading instead of new replies

To keep the acknowledgement inside the original email thread, swap SharedMailboxSendEmailV2 for ReplyToV3 (path message_id = triggerOutputs()?['body/id']); match later replies to an existing ticket via the [Ticket #...] reference in the subject and append them as Notion comments.

Priority routing

Add a Compose/Condition that sets a Priority Notion property from the email importance field or from keywords/sender domain, and branch the Teams alert for urgent tickets.

AI triage

Insert an Azure OpenAI ChatCompletions call before Create Notion Ticket Page to classify category/sentiment and write it to a Category property.

Attachments

Set the trigger's includeAttachments to true and add a step to store attachments (e.g. SharePoint/OneDrive) and link them on the ticket.

De-duplication

Key new tickets on internetMessageId (available on the trigger) against a recent-tickets query to avoid duplicates on mailbox reprocessing.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

@{toUpper(substring(outputs('Create_Notion_Ticket_Page')?['body/id'], 0, 8))}

@{concat('Re: [Ticket #', outputs('Compose_Ticket_Reference'), '] ', triggerOutputs()?['body/subject'])}

@triggerOutputs()?['body/from']

@triggerOutputs()?['body/bodyPreview']

@triggerOutputs()?['body/receivedDateTime']

@{outputs('Create_Notion_Ticket_Page')?['body/url']}

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