Working from Freshdesk

The Trello app appears in the right sidebar of every Freshdesk ticket. Use it to send tickets to the Trello boards your teams work on.

Creating a Trello card from a ticket

1. Open the Freshdesk ticket

2. In the right sidebar, open the Trello app

3. Click Create a new card. The Create a card panel opens

4. Fill in the card details:

   • Name: defaults to the ticket subject. You can edit it

   • Board and List: where the card will be created

   • Assign members (optional)

   • Select labels (optional), for example Highest Priority

   • Due date (optional)

   • Description: prefilled with the ticket description, plus the requester, status and priority. You can edit it

5. Click Create

The new card appears linked in the Trello app inside the ticket. In Trello, the ticket appears in the card's Freshdesk Tickets section.

Linking a ticket to an existing card

1. Open the Freshdesk ticket

2. In the right sidebar, open the Trello app

3. Click Link to an existing card

4. Select the board, list and card you want to link, and confirm

Following card updates from the ticket

When a linked Trello card moves from one list to another, a note is added to the Freshdesk ticket. For example: "Ticket … moved from Backlog to In progress by …".

This way, agents always know how the work is progressing in Trello without leaving Freshdesk.

Next Steps

Learn how to attach and create tickets from your cards in Working from Trello.