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Run a simple ticket board from your support inbox
Customer emails turn into cards on a Trello board automatically, get a checklist and due date, and move across columns as you work on them.
When to use it
Runs whenever a support email arrives
Step by step
Set up the board
Create a Trello board with lists: New, Waiting on customer, In progress, Done. In the board's menu, find the Email-to-board settings and copy the board's email address, choosing the New list.
Forward support emails to the board
In Gmail's settings, add the Trello address under Forwarding. The confirmation code will appear as a card on your board. Then create a filter for your support emails and choose Forward to that address.
Add automation rules in Trello
Open the board's Automation menu and add rules, for example: when a card is added to New, set it due in 1 day and add your checklist; when a card moves to Done, mark it complete.
Write the checklist with AI
Ask your AI assistant for a consistent handling checklist to use in your rule.
Prompt to copyWrite a 5 to 7 step checklist for handling a customer support request at [business type], from first reading to closing. Each step under 8 words, starting with a verb. Include checking the FAQ, replying within [24 hours], confirming the fix with the customer and logging the issue type. Then write a one-line rule for when a ticket should move to 'Waiting on customer'.Work from the board daily
Each morning, drag cards along as you deal with them and reply from Gmail as normal. Check the forward filter hasn't missed any emails for the first week.
What you get
Card: 'Re: Broken handle on order 4471' | Due tomorrow | Checklist: Read and tag issue / Check FAQ / Reply within 24h / Arrange replacement / Confirm it's fixed / Log issue type. Moved to Waiting on customer: 2 cards. Done this week: 17.
Tips
- Trello's free plan limits automation runs, so check usage if you get lots of emails.
- Cards hold copies of customer emails, so keep the board private to your team.