Trello app for Hiver

Connect Trello with Hiver to turn customer-reported bugs, feature requests, and other follow-ups into trackable work for your product, engineering, and operations teams. Support teams can view the Trello card from the conversation, follow its progress, and update the customer without chasing context across tools.

With the app, your team can:

Create Trello cards directly from customer conversations that need follow-up.
Link an existing card to a conversation and track its latest details from Hiver.
Update card details or open the card in Trello when more context is needed.
Set default values for fields such as the board or list when they remain consistent across cards.
Automatically create Trello cards using Hiver Automations.

This guide covers how admins can set up the app and how team members can create, link, and manage Trello cards from customer conversations.

Prerequisites

Before you set up the Trello app, make sure you have:

Admin access in Hiver.
A Trello account with administrator access.

Setting up the Trello app

Step 1: Create an app in Trello

1. Go to trello.com/power-ups/admin and sign in to your Trello account.

2. In the Your Apps section, click New.

3. Fill in the app details and click Create.

4. You'll be redirected to the API section. Click Generate a new API key and confirm.

5. Copy the API key and save it securely.

6. Click Token to generate an authentication token.

7. Review the access and privacy policy, then click Allow.

8. Copy the generated token and save it securely.

Step 2: Connect Trello in Hiver

1. Go to Admin Panel → Integrations → Apps → Trello.

2. Click Start setup.

3. Enter your token in API Token, and your key in API Key (Encrypted).

4. Select Click to authenticate.

5. Select which Shared Inbox will display Trello data and choose which user roles can access the app.

6. Click Save and enable.

Once the app is enabled, select Trello on the Apps page to open its settings.

Choose what data should be visible in Hiver

Choose which fields your team can view in Hiver and which fields they can fill in when creating Trello cards.

1. Click the Configure fields icon.

2. Switch between the Standard fields and Custom fields tabs to select from each set.

3. For each field, select:

View to show the field on the right panel in Hiver.
Create to make the field available when creating Trello cards from Hiver.

4. Click Save.

Pre-fill Trello fields

Set default values for Trello fields that don’t usually change across tasks. These values are filled in automatically and can be edited before the task is created.

1. Click Pre-fill fields.

2. For each field, enter a value. You can add your own text or Hiver variables like {{subject}}, {{private_permalink}}, {{email_body}}, and {{conversation_summary}}.

3. Click Save.

Using the Trello app

1. Create a Trello card

When a customer request needs follow-up from another team, you can create a Trello card directly from the conversation. Hiver links the card to the conversation so your team can track the work without losing the customer context.

To create a card:

1. Open Trello from the right panel. If you don't see it, click the three-dot menu and select Trello.

2. Click Create new object.

3. Enter the card details, such as the name, description, board, and list.

4. Click Create.

The card is created in Trello and appears in the right panel. From the linked card in Hiver, use the Trello link to open the card or its board directly in Trello.

2. Update a linked Trello card

Once a card is linked to a conversation, its details appear in the Trello app in the right panel. You can view the task’s ownership, status, due date, and other configured details without leaving Hiver.

To update a card:

1. Click the Edit icon on the Trello card.

2. Make your changes, and click Update.

3. Refresh card details in Hiver

When a card is updated directly in Trello, click the refresh icon to load the latest details in Hiver.

4. Link an existing Trello card

If a customer request is already being tracked in Trello, you can link the existing card instead of creating a new one.

To link a conversation to an existing card:

1. Click the Link existing object icon.

2. Select Card in Trello from the dropdown.

3. Paste the Trello card link in Object ID/Link, and click Show preview to verify the card details.

4. Click Link.

The linked card appears in the right panel, where your team can view and update it from the conversation.

To unlink a card from a conversation, click the Unlink icon on the Trello card.

Note: Unlinking removes the connection between the Trello card and the Hiver conversation. It doesn’t delete or change the item in Trello.

When a Trello card is created or linked from Hiver, Hiver adds a link to the related conversation in the card's Description field. This link can be used to access the customer conversation in Hiver for faster context.

Note: To open the conversation, a Trello user needs to be signed in to Hiver.

Automating Trello actions from Hiver

You can automate actions like creating a card for conversations that meet the trigger and conditions you set. For example, you can create a Trello card whenever a conversation mentions 'bug' or 'feature request'.

To set up a Trello Automation:

1. Create an Automation with the trigger and conditions you need.

2. Add an action, choose Trello from the Apps list, and select Card in Trello.