Executive Summary
Decision Resources has been a trusted ERP software partner for leading manufacturers for over 40 years. With a strong focus on guiding business transformations, they provide expert consulting, innovative manufacturing solutions, and industry-leading cloud ERP software to modernize and streamline operations. As part of their commitment to operational excellence, the team sought Zenatta’s help to improve their customer support reporting and analytics.
The Challenge
Before partnering with Zenatta, Decision Resources faced significant hurdles extracting analytic data from Trello, a tool not designed for helpdesk operations. Trello lacked structured data models for ticket tracking, response times, or resolution metrics, making it nearly impossible to generate reliable reports. Limited categorization and workflow options further complicated data consistency. Without dashboards or APIs tailored for support, the company relied on manual workarounds that were time-consuming and error-prone.
The Implementation
Zenatta partnered with Decision Resources to build a bridge between Trello and Zoho, creating a prototype system that enabled structured analytics while allowing agents to continue working out of Trello.
- Historical Data Migration
Thousands of Trello cards across multiple boards lacked a unique identifier for matching with Zoho Desk tickets. To resolve this, the team exported Trello card data into Zoho Analytics and synced it with Desk. Query tables were developed to identify and match cards to tickets using exact or partial field values. Identified matches were then used to update Desk tickets directly from Analytics. - Active Data Integration
A webhook-driven Flow was built to capture updates from Trello in real time. Since Trello’s API used IDs instead of values (and these varied between boards), the Flow translated system IDs into usable values, retrieved additional data from Trello, and pushed updates into Zoho Desk tickets. In turn, Desk automations were configured to update corresponding Trello cards—creating a two-way sync.
This phased approach provided immediate improvements in reporting capabilities while maintaining the existing Trello-based workflow, setting the foundation for a future migration fully into Zoho Desk.
The Results
Although formal metrics are still being developed, Decision Resources has already seen tangible improvements. For the first time, they can generate structured reports on helpdesk activity, improving visibility into ticket volumes and response patterns. The integration has laid the groundwork for scalable reporting and a smoother transition into Zoho Desk.
“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