Documentation for

Install

Step 1:

Navigate to Admin> Apps and click on the “Get More Apps” button.

Trello powerup install

Step 2:

Look for the “Trello app” and install the integration to your Freshdesk instance by clicking on the “Buy App” button.

Trello powerup install

Step 3:

A Trello pop-up will appear. Allow Freshdesk to access your Trello information by clicking on “allow” button. .

Trello powerup install

Step 4:

Last but not least, you’ll need to create a new Agent in Freshdesk named “Trello Agent”.

Trello powerup install
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You’ll need this new agent’s API key in step #2 of the Trello installation process. How to Get an API key?

Now you’ll be ready to rock!

Start linking cards from Trello or creating new ones directly from your tickets.

Create Trello card from Freshdesk using Trello app

Create a Trello Card

Step 1:

Access the ticket of your preference and go to the Trello App in the right sidebar.

Trello powerup install

Step 2:

Click on the “Create a new card” button.

Trello powerup install

Step 3:

A modal will appear to start the ticket creation process. It will have the default Subject as the title of the Freshdesk ticket and the description as well.

Trello powerup install

Step 4:

You can edit the Trello card name.

The subject field has a 190 characters limit.

Trello powerup install

Step 5:

You can edit the description for the new Trello card.

The description field has a 16,384 characters limit.

Trello powerup install

Step 6:

Select a Trello board to create the ticket in it. There will appear the last board used, but you can also search for a board by typing the board name.

Trello powerup install

Step 7:

Select a list from the Trello board to create the ticket in it. There will appear the first five lists, but you can also search for a board by typing the board name.

Trello powerup install

Step 8:

Assign members and select labels for the Trello card being created

Trello powerup install

Step 9:

Set a due date for the Trello card being created. You can setup date and time for it.

Trello powerup install

Step 10:

Click on the “Create” button to finish the card creation process.

Trello powerup install

Step 11:

After receiving a notification that the Trello card has been created, the Trello card should be created in the Trello board and appear inside the Trello app in the ticket.

Trello powerup install

Attach a card

Step 1:

Access the ticket of your preference and go to the Trello App in the right sidebar.

Trello powerup install

Step 2:

Click on the “Link a card” button.

Trello powerup install

Step 3:

Select the board you want to link the ticket from. You can select one of the board that are displayed or search for the board by name.

Trello powerup install

Step 4:

Select the list you want to search for the card to link.

Trello powerup install

Step 5:

Select the card you want to link to the Freshdesk ticket.

Trello powerup install

Step 6:

Click on the “Link” button to finish the process of linking a card.

Trello powerup install

View Trello card information

Step 1:

Access the Trello app in the ticket of your preference

Trello powerup install

Step 2:

Search for the Trello card linked to your ticket that you want to access information.

Trello powerup install

Step 3:

Click on the desired ticket to access more information.

Trello powerup install

Step 4:

More information about the ticket will be displayed in a dropdown.

Trello powerup install

Step 5:

Click on the “View in Trello” link to access the Trello card directly on Trello.

Trello powerup install

Step 6:

You’ll be sent to the Trello card in Trello.

Trello powerup install

Migrate to Freshdesk Mint version

Install

Step 1:

Access the Power-Up menu, look for the “Freshdesk” Power-Up and enable it for your board.

Trello powerup install

Step 2:

Access the gear icon to configure your Freshdesk Power-Up. You’ll need to enter:

  • The URL of your Freshdesk instance
  • The API key of the Freshdesk agent that was created by the Freshdesk admin. This agent must have admin permissions.
Trello powerup install
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You’ll need this API key in step #2 of the Trello installation process. How to get API key?

Now you’ll be ready to rock!

Start linking tickets from Freshdesk or creating new ones directly from your Trello cards.

Attach a Ticket

Step 1:

Go to the Trello card you want to link a ticket to and click on the “Freshdesk” button.

Trello powerup install

Step 2:

A drop down menu will be displayed. Click on the “Attach a Ticket” option.

Trello powerup install

Step 3:

You’ll have three options to attach tickets to your Trello cards:

1. By URL

Attach a ticket by inserting the ticket’s URL.

Attach ticket by URL

Insert a valid ticket URL and click attach

Insert a valid ticket URL and click attach

2. Search recent tickets

Select this option to search for recent tickets.

Trello powerup install

You’ll be able to search by:

  • Typing the name on the ticket or the ticket number.
  • Making filters by status or priority
  • Scroll to find the ticket
Trello powerup install

3. Filtering by Priority or Status.

Click on the Priority or Status filter icon and select the options you want to filter

Trello powerup install

Step 4:

Select the tickets you want to attach to your Trello card, and click on the “Attach” button when you’re ready to finish the process.

Trello powerup install

Step 5:

The attached ticket will appear linked in your Trello card in the “Freshdesk Tickets” space

Trello powerup install

Create a Ticket

Step 1:

Go to the Trello card you want to link a ticket to and click on the “Freshdesk” button.

Trello powerup install

Step 2:

A drop down menu will be displayed. Click on the “Create a Ticket” option.

Trello powerup install

Step 3:

A modal will appear to fill the requirements to create a new ticket. It will have the default Subject as the title of the Trello card but you can edit it to your preference. The subject field has a 257 characters limit.

Trello powerup install

Step 4:

You need to select a requester’s name - email. The requester’s name is a required field to create the new ticket.

Trello powerup install

Step 5:

You need to select a priority for this new ticket. The priority is a required field to create the new ticket.

You can select the following options:

  • Low
  • Medium
  • High
  • Urgent
Trello powerup install

Step 6:

You need to select a status for the ticket. The status is a required field to create the new ticket.

You can select the following options:

  • Open
  • Pending
  • Resolved
  • Closed
Trello powerup install

Step 7:

Also, you’ll need to add a description for the ticket. If your Trello card already had a description, it will appear as default, but you’ll be able to edit it. This is also a required field. The description field has a 2,000 characters limit.

The description field has a 2,000 characters limit.

Trello powerup install

Step 8:

The next step is to select an agent to assign the ticket to. The field is not required, it is an optional field.

Trello powerup install

Step 9:

Next you will be able to select a ticket type. This is an optional field.

Trello powerup install

Step 10:

Last but not least, you are able to select a group for your ticket. This is an optional field.

Trello powerup install

Step 11:

Click on the “Create Ticket” button to finish the ticket creation process.

Trello powerup install

Step 12:

The created ticket will appear linked your Trello card in the “Freshdesk Tickets” space. You’ll be able to see the next information

  • Ticket number
  • Ticket name
  • Short description (up to 100 characters)
  • Agent assigned to ticket
  • Due date
  • Status
Trello powerup install

Go to Freshdesk instance

Trello powerup install

View Ticket card information

Step 1:

Access your Trello card. Here you’ll see the ticket’s name, part of the description of the ticket, the support agent assigned to it, the due date and the status.

Trello powerup install

Step 2:

Click on the “View Details” link to access more information about the ticket.

Trello powerup install

Step 3:

A modal will appear showing all the ticket description,important information about the Trello card, as well as the activity log of the ticket.

Trello powerup install

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