What it does
Creates Trello cards in the dev backlog when support tickets meet escalation criteria, including reproduction steps and links.
Why I recommend it
Keeps support and engineering in sync without copy/pasting details, ensuring urgent bugs get attention.
Expected benefits
- Faster bug fixes
- Clearer communication between teams
- Traceability from ticket to fix
- Less manual work for support leads
How it works
Ticket tagged “engineering” -> automation gathers customer impact, priority, attachments -> Trello card created in specific list with checklists + due date -> updates ticket with card link.
Quick start
Manually create Trello cards for a week to refine required info, then automate.
Level-up version
Auto-close cards when ticket resolved, include Loom reproduction videos, and log metrics on escalation volume.
Tools you can use
Support: Zendesk, Freshdesk
PM: Trello, Jira
Automation: Zapier, Make
Also works with
Linear, ClickUp, Asana engineering backlogs.
Technical implementation solution
- No-code: Zendesk trigger -> Zapier -> Trello card + comment to ticket.
- API-based: Webhook -> serverless -> Trello API -> Slack alert for engineering triage.
Where it gets tricky
Ensuring precise reproduction steps, preventing duplicate cards for same issue, and prioritizing escalations effectively.
