The Challenge

Decision Resources relied on Trello to manage support work, but Trello is not designed as a helpdesk system. Tickets lacked consistent structure for response times, categories, and resolution metrics. Reporting required manual exports and one-off spreadsheets, making it difficult to monitor volumes, trends, or performance with confidence.

Why It Mattered

As an ERP partner guiding manufacturing clients through transformation, Decision Resources needed the same level of clarity in their own support operations. Without structured data, it was hard to answer simple questions about workload, responsiveness, or patterns in customer requests—and even harder to plan for growth.

The Zenatta Solution

Zenatta designed a phased integration that connects Trello to Zoho Desk and Zoho Analytics, providing immediate reporting value while preserving the team’s Trello-based workflows.

• Historical Data Migration & Matching: Exported Trello card data into Zoho Analytics and synced it with Zoho Desk. Built query tables to identify and match cards to Desk tickets using exact and partial field comparisons, then pushed matched values back into Desk for consistent historical records.
• Real-Time Trello → Desk Integration: Implemented a webhook-driven Zoho Flow that listens to Trello updates. Because Trello’s API exposes internal IDs that vary by board, the Flow translates those IDs into readable values, enriches the payload with additional Trello details, and updates the related Zoho Desk ticket.
• Two-Way Sync Between Desk & Trello: Configured Desk automations so that changes in Zoho Desk can also update Trello cards. This keeps agents working in their familiar Trello boards while centralizing reporting and analytics inside Zoho.
• Desk Automations & Cleanup: Added a scheduled function in Zoho Desk to automatically close stale tickets after extended periods with no customer response, and built targeted custom functions (such as due-date clean-up) to keep helpdesk data accurate for reporting.
• Analytics & Reporting Foundation: Used Zoho Analytics as the central layer for helpdesk metrics, enabling dashboards for ticket volumes, trends, and future SLAs. The prototype was designed as a foundation the team can build on as they expand into full Zoho Desk usage.

“My team’s experience with Zoho so far has been positive, though still in the early stages. What we like best is how comprehensive the Zoho One suite is—there’s a tool for just about every business function, and the ability to connect them under one ecosystem is a big plus as we think about scaling. Zenatta quickly understood our needs and proposed thoughtful solutions. Their guidance has been invaluable as we build a scalable support workflow.” – Kathleen Ford, Manager Services Operations, Decision Resources

Results

With the Trello–Zoho integration in place, Decision Resources can now treat support activity as structured data instead of isolated cards. While formal KPIs are still being defined, the team already benefits from clearer reporting, better organization, and a scalable path toward a full Zoho Desk rollout.

• First-time visibility into helpdesk ticket volumes and patterns.
• Structured data model that supports future SLAs and performance metrics.
• A flexible prototype that preserves existing Trello workflows while introducing Zoho-based analytics.

“Zenatta quickly understood our needs and proposed thoughtful solutions. Their guidance has been invaluable as we build a scalable support workflow.”

– Kathleen Ford, Manager Services Operations, Decision Resources