Re Trello Email to Card Settings: I'm not able to see replies as comments. What am I doing wrong?

Question

Hi all - I have a Trello question concerning the settings on 'email to trello card'.

I wanted to set up a trello based ticketing system. I used this template: https://trello.com/templates/support/support-ticket-management-ErT4heCl and I followed the steps in this article: https://help.trello.com/article/809-creating-cards-by-email

Set it up such that every new email to my help@xyz.com email id is automatically created as an incoming ticket.

Now, I have 2 questions regarding replies to the original email, which are supposed to appear as comments to the card:"Only replies to or forwards from the original email which created the card will result up in a comment being added to the card. "

1) I set up an auto-responder via a template G Suite response. (Thank you for writing in etc.) Ideally I should be able to see this as a comment to the original card. This is not showing up.

For example: user@abc.com has emailed me at help@xyz.com. This creates a card. Now when I trigger the auto-responder from "help+canned.response@xyz.com" to "user@abc.com" on g suite, I am not able to see this as a comment to the card.

2) I respond to the user. "Dear so and so - here is your answer". This response goes from my gmail to the email id they used. This response is also not showing up as a comment to the card.

Please help!

mustafa sener _Hipporello_ · Accepted Answer

Hi @Sowmya Rao

You can use Hipporello powerup for this purpose. Hipporello is a service desk powerup which converts your Trello board into a support ticketing system. Your customers can submit their requests via forms (that are displayed on service desk portal or you can embed it to anywhere) and emails. You can add automation rules like sending a notification right after the form submitted or email is sent. You can design your forms with our easy to use form editor.

Please check our website https://www.hipporello.com and our powerup page

https://trello.com/power-ups/5dd670e21b2a8973687ca15a

Iain Dooley · Accepted Answer

@Sowmya Rao You won't be able to see replies on your Trello card unless you cc/bcc that card in every single email.

You basically can't use Trello as a helpdesk without some additional plugins/powerups.

In addition to Hipporello there are 2 other options for creating a HelpDesk in Trello that allow you to email directly from Trello cards (as opposed to external integrations that merely display cards for tickets without the ability to reply from within Trello which is what ZenDesk/FreshDesk/HelpScout have):

1) My product, BenkoDesk, allows you to use Trello as a Gmail client. Both sides of the conversation will be stored in Gmail and it uses your Gmail account directly to send out the emails (ie. emails you send from Trello will show up in your Gmail sent items). It runs as a background integration, rather than a powerup, so all the functionality works on both desktop and mobile:

http://www.benkodesk.com/

2) SendBoard is a powerup similar to Hipporello in that it allows you to forward emails into their system (from any email server, not just Gmail) and then you can send replies from cards. You can configure your own SMTP server, but AFAIK you won't see the emails it sends in your Gmail sent items because it's using SMTP rather than IMAP or the API:

https://sendboard.com/