Working from Freshservice

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

Creating a Trello card from a ticket

1. Open the Freshservice 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

   • Boards and Lists: where the card will be created

   • Assign members (optional)

   • Select labels (optional), for example Urgent

   • Due date (optional)

   • Description: prefilled with the ticket description. 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 Freshservice Tickets section.

Linking a ticket to an existing card

1. Open the Freshservice 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 private note is added to the Freshservice ticket. For example: "Ticket … moved from Backlog list to To do list by …".

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

Next Steps

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