Trello is a popular project collaboration product. Suppose a design project manager wants to use Zendesk to receive and triage new design requests. However, the design team prefers to use Trello to organize and manage work on a daily basis, where each designer has their own list on a Trello board as shown below:
In this example, we will show how to use the flexibility of the HTTP Target in conjunction with custom user field placeholders to enable this workflow.
Setting up the HTTP Target
- Follow the Trello API documentation to provision a token and key. You will use these to authenticate your HTTP Target with Trello.
- As a Zendesk admin, navigate to Settings > Extensions > add target .
- Select HTTP Target
- Configure your target to perform a POST to the following URL:
https://api.trello.com/1/cards?key={your key}&token={your token} - Save your settings. You’re now ready to configure a trigger notification using this Target.
Setting up a custom user field to link Trello lists to Zendesk agents
For this example, each designer working within Trello will have an agent account in Zendesk. When the program manager assigns a ticket to a designer in Zendesk, we want to assign cards to the corresponding list in Trello. To accomplish this, we'll need to store a Trello list ID on each agent profile to use later when creating cards.
- Navigate to Settings > Manage > User Fields
- Create a new custom text field named "Trello List ID" with a field key trello_list_id .
- Save your settings. This field key will be used later when configuring the HTTP Target. Store Trello list IDs in each agent profile.
Configuring the HTTP Target as a trigger action
In this example, we’ll configure a trigger to create a new card in Trello and automatically assign it to correct list in Trello, based on the assignee in Zendesk.
- As a Zendesk admin, navigate to Settings > Business Rules > Triggers
- In this example, we're configuring the trigger to execute when an agent in the Project Manager group assigns the ticket to one of the designers in the Creatives group.
- When these conditions are met, we'll send a request to Trello to create a new card based on the assigned agent's Trello list ID. We'll use the ticket's title, URL, and description to populate the contents of the new card.
- Save your trigger.
Now, tickets assigned to agents in Zendesk will generate a new card in Trello under the appropriate list.
6 Comments
Is it possible to store any of the response from the HTTP target in Zendesk?
Ideally, the trigger in Zendesk would notify Trello, and then retain that card id. I'd then like to use that card id to make an attachment in Trello (and possibly link to the card from Zendesk...). Attaching a URL as an attachment in Trello is what the Trello Zendesk Power-up does.
For my case, JSON have to use following in order to work.
"idList": "{{ticket.requester.custom_fields.trello_list_id}}",
With this (HTTP trigger) approach, is there anyway to have this working seamlessly with the Trello APP whereby upon ticket refresh, we able to have the "linked" ticket details to ZenDesk?
Hi Max -
It looks like the trigger-target workflow and Trello App are two separate workflows. In other words the workflow this article goes through is separate from the app, but both offer similar functionality to connect Zendesk and Trello. The app offers a user interface experience in Support so it sounds like the app might be more optimized for the agent workflow as opposed to the trigger-target workflow described here.
Overall, I am not totally clear on the workflow you are looking for - but the app and the article this workflow subscribes are separate but appear to accomplish the same goal of getting creating Trello cards from Zendesk tickets.
Hi Rebecca,
Thanks for responding.
Agreed that this and the APP are two separate workflows, however such does not improve on user/agent's experience.
Assuming you have Trello APP installed to ZenDesk, the Trello ticket created via the HTTP POST, however, upon refresh to ZenDesk how can we improve on the "presentation" e.g., like below?
Also, when Trello card moved between list, the value would change as observing from Trello created via APP, but not the case of HTTP POST approach.
Would it possible for some form of integrations by HTTP POST from Trello <-> ZenDesk integration point of view for user/agent? Presently upon refresh, Trello fields at Ticket does not gets reflected, e.g., the new card that created from HTTP-POST.
Thanks.
When defining the HTTP Target, is is possible to use a merge field in the URL? If this were possible, we'd be able to use a significant number of the API's available with Trello.
So close.. but not quite.
For example:
https://api.trello.com/1/cards/{{ticket.trello_card_id}}/idMembers
Hi Rodney!
If I understand your inquiry correctly, the field below is a custom ticket field in Zendesk?
{{ticket.trello_card_id}}If so, you can use a custom field placeholder to add this data to the URL.
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