Beyond transactional sales and customer support — Freshdesk + Trello Integration
One of the most common pain points for support teams is needing to constantly switch from one platform to another in order to communicate with other teams. Nearsoft saw great potential in bringing the Freshdesk and Trello platforms together to support efficient workflows for customer engagement teams around the globe.
Customer Challenge Addressed
In today’s competitive environment organizations need to build processes that can scale with your business needs. This is a hurdle that every company faces where you have more customers to support and leads to follow up. When this happens you need to empower your team with tools that can provide them with all the necessary information to interact with internal or external clients. A 360-degree view of a customer will enable support teams to engage beyond just an online transactional layer and provide higher quality support.
The Trello app works with the Freshdesk platform providing an easy way to synchronize tickets with Trello boards.
The goal is to enable flawless communication and data updates that cross-functional teams need in order to provide exceptional sales and IT and customer support for your organization’s clients. Click here to know how companies like Stackoverflow, Coinfield, and Horizon Solar Power create outstanding customer experience by leveraging the integration.
Building on the Freshworks platform
Developing the Trello & Freshdesk integration has quite easy. The CLI tools in both SDK1 & SDK2 (mint version) include a set of tasks to lint code, serve the application for development with event simulations, and build the application for production.
Once the code is ready, building the app for production is as simple as a single command in the CLI. Through the Developer portal, we can install the app as a Custom App in the Freshdesk instance to enable the QA team to test it. If an app is ready to be launched, we request the developer to publish it through the Developer portal, and we benefit from the QA process consisting of code review and usability testing of the app. This has turned out to be a great source of feedback for us, and it allows us to deliver the best experience to the users.
How the Integration helped Customers
Organizations using the Trello app for Freshdesk have been able to build an engaging help desk process with their customers. The app allows users to create new Trello cards directly from your Support tickets, assign Trello users to a card, set due dates when creating a new Trello card, attach images or documents to a card, and create to-do lists for cards. Essentially, updates appear as comments on the Freshdesk ticket, so the support agent is well-informed which helps improving resolution time.
“The Trello app has been a great addition to Freshdesk. Our support team saves valuable time by creating bug reports with one click instead of having to copy information back and forth between systems.”
Joel Bradley — Customer support manager at Stackoverflow
Future with Freshworks
We are excited to partner again with Freshworks to facilitate data synchronization with key platforms which Customer and Sales support teams leverage in their daily activities. The recently launched Dynamics 365 app for Freshdesk is now available at Freshdesk Marketplace.
With the Dynamics 365 app, you can filter and update data from the Microsoft Dynamics CRM to Freshdesk. In addition, you can view account and organization information in Freshdesk whenever a change occurs in your CRM. Also in the works is the ‘Trello app for Freshservice’ by the end of this month. Stay tuned!