Case Study

Enterprise Case Management System & IT Helpdesk Software

A growing customer support division was drowning in manual, email-based case handling and desperately needed a robust system to manage requests from start to finish. Their team spent countless hours chasing updates across scattered emails and spreadsheets, which caused critical cases to be missed or heavily delayed. With no central platform, zero workflow automation, and an inability to securely protect sensitive information, their existing processes were becoming impossible to scale. To solve these operational bottlenecks, they partnered with us at Artesian Software Technologies to build a structured, secure, and role-based case management solution.

We designed and developed a complete Case Management System using Microsoft Power Pages and Dataverse. The platform is built around four dedicated user roles: Administrator, Manager, Staff, and Customer, each featuring a tailored view with specific permissions. This portal gives customers a seamless self-service experience to track requests, while internal staff get a real-time dashboard powered by custom C# plugins and Power Automate to efficiently route, action, and close cases.

Web Portal

Microsoft Power Pages

Data Layer

Microsoft Dataverse

Backend Logic

C# Plugins

Frontend Logic

JavaScript & jQuery

Automation

Power Automate

Templating

Liquid Templates

The Challenge

  • Manual Case Tracking: Support cases were tracked across scattered emails and group chats, causing important requests to frequently slip through the cracks.

  • Frequent Workflow Delays: A complete lack of automation meant basic tasks like customer updates and case reassignments had to be done manually, creating severe bottlenecks.

  • No Centralized Platform: Information was spread across multiple tools, making it impossible to manage or track support tickets in one unified location.

  • Limited Transparency & Accountability: Customers could not check their request status without contacting support, and internal managers struggled to confirm case ownership.

  • No Role-Based Access Control (RBAC): Without formal access control, sensitive data was at risk of being viewed by unauthorized users, compromising data privacy.

Our Solution

  • Role-Based Portal Architecture: Deployed a responsive Power Pages interface mapped to four distinct identity roles (Admin, Manager, Staff, Customer) for secure, segregated access.

  • Dataverse RBAC Schema: Configured strict Dataverse table and column-level security within the Portal Management App to enforce granular CRUD permissions.

  • C# Plugin Event Handlers: Automated case assignments and status workflows by coding real-time C# extensions that execute immediately upon Dataverse record creation.

  • Power Automate Webhooks: Developed asynchronous Cloud Flows triggered by Dataverse lifecycle events to dispatch real-time SMTP notifications.

  • Liquid & JS Frontend Logic: Leveraged Liquid templating, client-side JavaScript, and conditional DOM rendering to build dynamic rule sets and interactive case timelines.

Business Impact

  • Self-Service Customer Support: Customers now log into the portal to raise and track their own cases, drastically reducing inbound queries to the support team.

  • Faster Case Resolutions: Automated routing and real-time alerts ensure cases reach the right person instantly, noticeably shortening average resolution times.

  • Complete Audit Trails: Every ticket maintains a timestamped history of actions and status changes, providing managers with total oversight and compliance tracking.

  • Secure Data Isolation: The layered security model ensures customers only see their own tickets while staff only access their assigned workload.

  • Up to 80% Faster Turnaround: Work that previously required days of coordination is now completed in hours, reducing manual turnaround time by up to 80%.

Client Testimonial

We were constantly drowning in emails and struggling to keep track of who was handling which ticket. Artesian came in and built a system that just makes sense. The automation is incredible tickets instantly go to the right person, and we aren’t wasting hours manually assigning things anymore. It’s saved us an unbelievable amount of time, and our clients love being able to check the status of their own requests. — Operations Manager (Mid-Sized Logistics Firm)

Project Screenshots

Microsoft Power Pages Portals & Projects

Here are our proven Power Pages solutions, highlighting data-driven business websites and secure client portals.

Transform Your Ideas into Reality

Your creativity inspires endless possibilities for what we can build together!
Talk to our experts
Scroll to Top