One of the most common pain points for support teams is needing to constantly switch from platform to platform in order to communicate with other teams.
If Engineering and Product use Trello, but support works in another ticketing system, getting information in front of the right people can be a source of friction that slows down bug fixes and product changes.
For Zendesk users who also live in Trello, here’s some great news: Now it’s possible to connect the two tools through Trello's Zendesk Power-Up.
Let's take a deep dive into how this Power-Up can make life easier.
Addressing Pain Points
When bugs occur, it’s common for many users to be reporting the same issues. As tickets are coming in through Zendesk, members of the Support team can attach them to a Trello card and notify the engineers tasked with fixing the problem. A card can be made for each bug, and the Support team can then easily attach all the tickets associated with that bug right on the card.
Attaching all the support tickets to one card means a quick scan of the board can show which issues are giving people the most headaches.
This makes it easy to prioritize what to fix first. Once a fix is out, it’s easy to bulk email everyone who submitted a ticket for that issue letting them know that it’s taken care of.
Managing The Support Team
With the Zendesk Power-Up, Support team members are also able to attach “Views” to cards. Zendesk Views are essentially tickets that are grouped by a set of parameters. Some examples of this are, “All Unsolved Tickets,” or “All tickets open for >24 hours.” There are countless conditions from which to choose.
So let’s say a person is managing a Customer Support team. They could conceivably make cards on their Trello board for each member of the team, then on each individual’s card attach a Zendesk View of all the tickets assigned to that person. This way they are always able to see if someone’s caseload has gotten unruly.
It’s also possible to have a card with a View attached of “All Unsolved Tickets,” and can easily see when the volume is increasing at a faster rate.
Alison Feinsod, Customer Support Lead at Harvest, says, “We tag tickets in Zendesk, and will often set up views to quickly filter to specific tags. Being able to add a View to a card, so we can see the tickets associated with the topic being discussed, is a great time saving feature.”
Putting these tickets on Trello cards means the ability to access them in a Trello workflow, where team progress is already being measured.
One of the most common reasons people write into Support teams is to make feature requests. For this use case, pairing Trello and Zendesk together is a logical fit: for each feature request Trello card, attach all the Zendesk tickets where a user is requesting that feature.
Katie Rose, Product Manager at Harvest, says her team has enjoyed the Zendesk integration for managing requests at a glance, “We create cards in Trello for features or feedback we hear from customers. Previously, we had to manually copy and paste the Zendesk link into a Trello checklist. With the Zendesk Power-Up, it's great that a snippet of the ticket is displayed right on the card. Additionally, the ticket tags pull in, which make it easy for us to get some background on the customer at a glance."
This way, it’s easy to see which requests are most in-demand. From there, teams can discuss internally on the card back whether this is something plausible to build.
Again, if the feature is approved internally and ends up shipping, it’s possible to bulk email all the users who wanted it to let them know that it’s ready to rock! This is an excellent way to engage with users and let them know that their voice is heard.
“We create cards in Trello for features or feedback we hear from customers. Previously, we had to manually copy and paste the Zendesk link into a Trello checklist. With the Zendesk Power-Up, it's great that a snippet of the ticket is displayed right on the card. Additionally, the ticket tags pull in, which make it easy for us to get some background on the customer at a glance."
- Katie Rose, Product Manager at Harvest
Bonus: Trello Is Now In The Zendesk App Marketplace!
Another exciting feature is the new Trello App widget within Zendesk itself. Now it’s easy to send a ticket to a specific board, list, or card, right from Zendesk.
The Trello App integration is enabled by going to the Apps Marketplace, then under the "Admin" panel, find the Trello App and click "Install." After that, you should be good to go.
These are just a few examples of the new, robust functionality that can happen between Zendesk and Trello by enabling the new Power-Up. Try it out and let us know how it’s going!