Updating a sharepoint list with an email reply

[Dclery]

I am currently trying to build a basic ticketing system.

The requirements are:

1. When a new  email arrives in a shared mailbox a ticket is created on a Sharepoint list

2. A reply is sent to the sender to say the email has been received and a ticket has created and a technician has been alerted......

3. If the sender replies to an open ticket this is captured on the same entry on the Sharepoint List and additionally if the technician contacts the sender this also needs to be captured on the same entry or if it can be done directly from the list even better. 

4. A Closing email is sent when the ticket is resolved.

I have part 1 and 2 complete I cannot get part 3 to work and need help to solve this.

Has anyone got a solution to update a Sharepoint List as mentioned above.

Part 4 hasn't been attempted yet but I imagine it wont be a difficult one to solve.

[Expiscornovus]

Hi @Dclery,

If a person replies to the original e-mail you could use the Conversation id property of the newly arrived e-mail for part 3 (matching). Make sure you store that in a separate column of your list to use it in the matching.

Below is an example

1. A Get Items action with the below filter query

ConversationID eq '@{triggerOutputs()?['body/conversationId']}'

2. A condition to check if it has found a match

length(outputs('Get_items')?['body/value'])

is not equal to 0

3. An update item action (in the If Yes section) which uses an expression to reuse the ID of the first found match of the Get Items action

first(outputs('Get_items')?['body/value'])['ID']

[Dclery]

I got it working thank you. 

I am now trying to create a flow so that it takes text from a modified field, in a sharepoint list and sends it as a reply. 

I need this to work to keep the entire conversation in one place and not across multiple tickets and emails.

Any ideas?