Help Desk Tips is a weekly series featuring best practices and tips from support professionals on optimizing your help desk and support department.

On a growing support team, it becomes increasingly difficult to keep tabs on what issues are being reported and how to handle them.

While Slack and other team chat software is great to discuss issues as they arise, these conversations quickly become buried and are difficult to find and use as a reference later on. At Pocket, the Community Team found that Trello was a great solution to tracking issues and finding trends.

Using Trello as a Shared Support Brain

Trello is a helpful and flexible solution for managing information. For us, a single board acts as our “Shared Brain,” and contains any issue that we’ve identified. Anyone at Pocket can see what’s happening at a glance, and also open a card to see the status of a particular issue and know how to respond to a user who has reported it.

How to structure your Trello board

One board represents all of the products and services we offer, and each column representing a single one. For example, we have columns for Pocket for iOS, Android, Web, etc. Each card is placed in the appropriate column, according to where the issue is happening.

  • Board - Represents all products and services we offer
  • Columns - Represent an individual product or service
  • Cards - Represent a single issue

Trello board

We highly recommend identifying an “owner” of the board to help keep it tidy, organized and complete. If you use Slack, we also recommend enabling the Trello for Slack integration, so you can view entire cards from within channels.

Adapting Trello card features to meet your needs

  • Colored Labels help identify the status of a card (Gathering Data, Bug Filed, Resolved, etc.)
  • We use the Checklist as a “counter” so we can see the number of reports on each card.
  • We use the Due Date as a “date created” so we can see the age of a card on the board
  • The team member who creates the card adds themselves as a Member for questions and accountability

Create an “Issue Template” card so creating new ones is a breeze. The card can be duplicated and then filled in according to the pre-filled prompts. All new issues can then be placed at the top of the appropriate column.

Trello card

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Justin Rochell

About the author: Justin Rochell is Head of Community at Pocket.