Being a fan of organization and efficiency, my constant effort is to discover methods to make my work process more efficient. One effective synergy of tools that has greatly aided me in this endeavor is utilizing Zendesk for managing tickets and Trello for managing projects. In the upcoming article, I will walk you through the process of assigning Zendesk tickets to Trello, sharing my own experiences and suggestions for a smoother workflow.
Step 1: Setting up your Zendesk and Trello integrations
The first step in assigning tickets to Trello is to ensure that the Zendesk and Trello integrations are properly set up. In Zendesk, navigate to the “Admin” settings and select “Apps” from the sidebar. Search for the Trello integration and install it. Once installed, you will need to authorize the integration with your Trello account.
Next, in Trello, create a new board specifically for managing Zendesk tickets. You can name it something like “Zendesk Tickets” or “Support Queue”. You will also want to create relevant lists on the board to represent different stages of ticket processing, such as “New Tickets”, “In Progress”, and “Resolved”.
Step 2: Mapping Zendesk ticket properties to Trello board fields
Now that the integrations are in place, it’s time to set up the mapping between Zendesk ticket properties and Trello board fields. This will ensure that relevant information from Zendesk tickets is reflected accurately on Trello cards.
Within the Zendesk app settings, locate the Trello integration and click on “Configure”. Here, you will be able to define the mapping between ticket properties (e.g., subject, description, priority) and Trello card fields (e.g., title, description, labels). Take some time to carefully consider how you want the information to be represented on Trello cards, as this will impact your workflow and collaboration with team members.
Step 3: Assigning a ticket to Trello
When a ticket comes in through Zendesk that you would like to assign to Trello, navigate to the ticket details page. Look for the Trello app and click on the “Create Trello Card” button. A new Trello card will be created on your designated Zendesk tickets board, with the relevant ticket information automatically populated based on the mapping you set up in the previous step.
At this point, it’s a good idea to add any additional details or comments to the Trello card to provide context and ensure that all necessary information is captured. You can assign the card to yourself or to a team member by adding them as a member on the card. This will help keep track of who is responsible for the ticket and who is actively working on it.
Step 4: Managing tickets in Trello
Once a ticket is assigned to Trello, you can use the power of Trello’s project management features to efficiently track and manage the ticket’s progress. Move the card across different lists on your board to represent its current status, such as “In Progress” or “Resolved”. Collaborate with your team members by adding comments, attachments, due dates, and labels to the card. This will provide a clear overview of the ticket’s lifecycle and ensure that everyone is on the same page.
Conclusion
Assigning tickets from Zendesk to Trello can greatly simplify your workflow and improve collaboration within your team. By leveraging the integrations between these two powerful tools, you can seamlessly transfer tickets from Zendesk to Trello, ensuring that all relevant ticket information is reflected accurately on Trello cards. With Trello’s project management features, you can efficiently track and manage the progress of tickets, leading to improved productivity and customer satisfaction.
Give this workflow a try and see how it enhances your ticket management process. By utilizing the best features of both Zendesk and Trello, you’ll be well on your way to becoming a master of efficiency and organization!
