Let your agent create a ticket with an agent flow
Task · Copilot Studio: agent flow tool
Time saved · 3-6 hrs to build, then 1-3 hrs a week (estimate, not measured)
⚠️ Licensing: you need a Copilot Studio license (prepaid Copilot Credits or pay-as-you-go through Azure), a Microsoft 365 Copilot license, or a Copilot Studio trial. A trial lets you build and test in the test chat, but you can't publish. Agent usage is metered in Copilot Credits; for Microsoft 365 Copilot licensed users, generative answers and tenant grounding used in Copilot Chat, Teams or SharePoint are zero-rated. Steps follow Copilot Studio's standard experience: if your Home page shows a New experience toggle, Microsoft's quickstart turns it off. Agent flows need a license that includes flows in Copilot Studio, and connectors can be blocked by your organization's data policies.
Steps
- Create a SharePoint list (or use your existing ticket system's connector) with columns for Title, Description, Requester and Priority
- In Copilot Studio, go to Flows and select New flow > Agent flow. The designer opens with the When an agent calls the flow trigger and the Respond to the agent action already added
- Add text inputs to the trigger (Title, Description, Priority), add a SharePoint Create item action between the trigger and the response, and map the inputs to the columns
- Add an output (e.g. TicketID) to Respond to the agent, keep Asynchronous response off, and select Publish. The flow must answer within 100 seconds
- Open your agent, go to Tools > Add a tool > Flow, pick the flow and select Add and configure
- Write the tool description below, set Ask the end user before running to Yes, select Save, and test by asking the agent to log a ticket
Prompt / template
Tool name: Create IT ticket Tool description: Creates a new IT support ticket in the IT Tickets list when a user wants to report a problem that the helpdesk knowledge couldn't fix. Use it only after the user confirms they want a ticket. It needs a short title, a description of the problem, and a priority of Low, Medium or High. It returns the ticket number. Input descriptions: - Title: a short summary of the problem in the user's words, under 80 characters. - Description: what happened, what the user already tried, and any error message. - Priority: High if the user can't work at all, Medium if work is slowed, otherwise Low.
Source · https://learn.microsoft.com/en-us/microsoft-copilot-studio/advanced-flow-create
Also see · https://learn.microsoft.com/en-us/microsoft-copilot-studio/flow-agent
Also see · https://learn.microsoft.com/en-us/microsoft-copilot-studio/add-tools-custom-agent
Also see · https://learn.microsoft.com/en-us/microsoft-copilot-studio/billing-licensing
Last checked · 2026-10-20