The Zendesk Power-Up allows Trelllo users to attach tickets and ticket views inside Trello cards.
This article covers the following topics:
Setting up Zendesk Power-Up
Functionality Overview
This Power-Up allows you to attach Zendesk tickets and views to Trello cards. Attach tickets to see quick summaries relevant to a card. Attach views to see high-level stats and summaries without jumping back and forth between tools.
Requirements for setting up the integration
- You must be on the Zendesk Team, Professional, or Enterprise plan
- You must be on the Trello Business Classs.
Enabling the Power-Up
Once you meet the integration requirements, you can enable the Power-Up.
To enable the Power-Up
- Open the Board menu on the right side of the page.
- Select the Power-Ups menu option.
- Click the Enable button next to the Zendesk Power-Up. If you don't see the Zendesk Power-Up, you may need to upgrade to the latest version of Business Class, or you may need to associate the board with your team.
Authenticating with Zendesk
Once the Power-Up is enabled for the board, each user needs to authenticate their Zendesk account from within Trello.
To authenticate a Zendesk account in Trello
- Open up a Trello card.
- Click the Zendesk button in the Power-Ups section on the back of the card.
- Select Attach a ticket or Attach a view as needed.
- Click the Link your Zendesk account button.
- In the popup window, enter your Zendesk subdomain.
- Click Authenticate with Zendesk.
- Log in using your Zendesk username and password.
- Each member who has access to Zendesk will need to link their account to Trello individually.
- Only one Zendesk subdomain is supported per Business Class team.
- Only members of the Business Class team will be able to access the Power-Ups and link their account.
- Members of the board who are not also members of the Business Class team will simply see the Zendesk URLs as basic attachments on the card.
- To change the subdomain after initial setup, use the settings menu for the Zendesk Power-Up in the board Power-Ups sidebar.
Using the Power-Up
Perhaps the easiest way to attach a Zendesk ticket to a Trello card is to simply copy the Zendesk ticket URL, open the card in Trello, and Cmd/Ctrl+V to paste the URL as an attachment on the card. This should work in most browsers. You can also use the Attach a link box via the Attachment button.
The Zendesk Power-Up also provides a button on the back of the card, which you can use to look up tickets in Zendesk if you do not have the URL handy.
Attached tickets will show in the Attachments section.
The preview shows the following information from the Zendesk ticket:
- Ticket subject
- Assigned to
- Last updated date
- Last reply preview
Another option is to attach views to your cards, which will show you high-level stats and ticket summaries. To do that, click the Zendesk button, then select Attach a view and pick one of the available options.
Attached view will show you the type of view, number of tickets, the updated/created date of the view, and a list with related ticket previews. Below that information is a link to open the view in Zendesk.
Removing Tickets and Views
To remove a ticket, click the Remove link at the top of the Zendesk Tickets section on the card back, then choose the ticket to remove from the card.
To remove a view, scroll down to the view in the attachments section and click Remove.
Disabling the Power-Up
To disable the authorization with your Zendesk account
- Open the Power-Ups menu on the right side of the board.
- Select Reset personal settings....
- Select the option to clear data.
You can disable the Power-Up for the board by opening the Power-Ups menu and selecting the Disable button.
Disabling the Power-Up will not cause any data loss. It will change the formatting of the links in the card, so they are the same as any other attached links (just like how non-Business Class users would see the links on the card when the Power-Up is enabled).
Additional support
For further inquiries you may send an email to support@trello.com
21 Comments
Question. Can I add closed tickets to a trello board? I am in Zendesk trying to add a ticket and on the closed tickets i get an error.
Hi Ben,
Can you give me the steps on how you are trying to add a closed ticket to Trello? As an alternative, you can create a ticket view with the condition of the ticket status = closed. You can then attached this view in your Trello board to view closed tickets.
Thanks!
Ian
@ Ian - Is there any plan to allow a comment made on a Trello card to be added to the ZenDesk ticket? Perhaps a user could designate to 'add comment to ZenDesk ticket' which would then post as a card comment and add an internal comment to the ZenDesk ticket.
Thanks!
James
Hi James,
Yes that feature actually makes sense. Trello, however, built and maintains this integration so ti would be best to contact them at this link to request this feature.
Thanks!
Ian
Thanks Ian. I'll submit a feature request to Trello.
Thanks!
Have a question, how can we query via Insights such fields of Trello APP:
When using Insights on report creation, there is "Trello Card ID", but its list of values only "-".
Is this somehow linking to Trello APP's "Trello Card" field?
Thanks in advance.
Hi Max! Welcome to the Community!
Fields from the Trello app itself won't be imported into Insights; you would need to create custom ticket fields to have that info available to report on. Bear in mind that dropdown fields and check box fields are the only ones that will get sent to Insights.
Hope that helps!
Hi Jessie,
Thanks for reverting, still learning on ZenDesk.
Is there anyway to "automate" for having the Trello app able to "feedback"/"integrate-back to ZenDesk via dropdown/check-box fields you mentioned?
Are text fields able to process by Insights, e.g, for above scenario?
If we using HTTP POST example, is possible to have automation to pull back details from Trello for the new card created as example?
Thanks.
Hi Max!
I'm not totally sure how to answer your questions, so I'm going to see if I can find one of our Community moderators to help you.
Hi, I have been using the Trello integration for months now and suddenly it has logged me out and when I click "Sign in to Trello", I keep getting an error: "This request came from an unauthorized domain".
How can I fix this?
UPDATE: It's working again and I was able to log in!
Welcome to the Community, Heather! I'm so glad you got it working!
Let us know if you need anything else. :)
Hey! Is there any way to automatically add a tag to the Zendesk ticket once a Trello card has been linked? I'm finding that the tag called "access" is automatically being added but I can't figure out where to change this... thanks!!
Hi Emily!
There isn't anything in the app settings that allow you to specify the tag that's automatically added. However, I installed it in my test instance and I see that there's now a Trello Card ID condition available in Triggers. So what you can probably do it set up a trigger so that when a ticket is updated and a Trello Card ID is present on the ticket, the tag you want is added to the ticket.
Thank you! I will give that a try :)
I am trying to figure out how to create an automation that adds a trello board link to a ticket if the organization is set to a specific org.
It looks like I can set other custom fields in a ticket, but not that one?
Jeff - Is the trello board link a static URL ? Does that need to be added or displayed in a custom field or as an internal comment on the ticket?
Yes, it's a static URL. Basically, I have a Trello card with a unique URL for every organization. I want to add that URL to each ticket for that organization so that when i'm viewing that ticket I can also view that organization's Trello card in the Trello App integrated in Zendesk.
So, when you say "add that URL to each ticket" does that mean add an internal note referencing that URL or have that url noted in a custom field? Thinking it thru, if you had a dropdown field that was either 'not on trello' or 'trello.com/boardname - then on ticket create or update a trigger could check for the organization and then update that dropdown field accordingly. Or, if you'd rather have an internal note added to the ticket with that URL then you can set a trigger condition on create or update where organization is xyz then make an HTTP Target that adds an internal comment. You could also have a text field where the URL is added via HTTP Target rather than the internal note. Am I on the right track? If so, let me know the desired end result of how/where that URL should be listed within the ticket and I can help a bit more.
Hi James,
You're close.
We have a trello board card for each of our customer organizations. When a new ticket comes into Zendesk, and it gets assigned to an organization properly, I would like to be able to view that organization's trello board card while viewing and updating that ticket. See screen shot.
My understanding is that the way the Trello App knows which card to display is the link to that card needs to be in the ticket field called "Trello Card ID". This field was automatically created when installing the app. See next screenshot..
My desire is to automatically fill in that ticket field (a blank string field) with the proper organizations Trello card automatically. However, the automation feature doesn't allow me to update that Ticket field. See screenshot:
Is there any way to perform a certain action on a Trello card that could change the status of the attached Zendesk ticket? IE. Re-open the Zendesk ticket via some sort of action in Trello? Thanks!
Hi Emily!
It looks like this integration only displays the ticket information in the cards; it doesn't link up in such a way that an action you take in the card will do anything in the ticket. However, you might be able to set something up with a tool like Zapier or IFTTT!
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