I have created an extra site for the helpdesk widget.
It is one page, with the widget and some explanation.
I created a group ‘App-Assist’ (Azure AD Security Group, source; cloud)
This group is member of the ‘Visitors’ group of the widget site
External users (Azure AD Guests) can be member of the group ‘App-Assist’ and access the widget-site in order to create tickets.
This group, nor the external users, have a role or membership in the main helpdesk site.
When they create a ticket their contact information is recorded as follows:
This is not really workable.
As you can see, the user has enough details in his profile to create a ‘good’ contact:
When the same user sends an email that is converted to a ticket, the information is recorded like this:
The two are not matched or combined.
We need a way for users to create tickets by sending an email to the helpdesk mailbox and / or use the widget and see both kinds of tickets in the widget.
[Opinion] The contacts list is the main 'user source' and that is not what I expected from an Office 365 / Sharepoint product. I expected that the product would use the users, departments and groups information available to sharepoint / Office 365. This is not the case, users have to be added manually / scripted to the contacts list, duplicates are created when users send mail and situations like above occur. The above scenario, where guest users (in this case tenants in our building) have access to parts of our Sharepoint environment and create and follow tickets is a vital use case for us which at the moment is not working as expected. [/opinion]
[EDIT] In order to work around this, in need some clear information on what the most important fields of the contacts list mean and how (on which field) an incoming email is matched to an existing contact. maybe I can then create a meaningful contact in the Flow that invites the user. Meaningful in the way that incoming mails are matched and tickets created with the widget also.[/EDIT]