--- title: How to Improve Your IT Service Desk using Freshservice and Trello description: How to improve your IT service desk using Freshservice and Trello (Lily) DONE image: https://www.catapultlabs.com/hubfs/karacis-studio-TFQIyR8-lDI-unsplash.jpg --- [![logo](https://www.catapultlabs.com/hubfs/Site/Clients/Colors=True%2c%20Format=Horizontal.svg)](https://www.catapultlabs.com) Menu - ###### Products ![](https://www.catapultlabs.com/hubfs/Site/Navbar/Vector%20(Stroke).svg) Team productivity![](https://www.catapultlabs.com/hubfs/Site/Navbar/arrow-right-2.svg) - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/Retros-2.svg)Agile Retros](https://www.catapultlabs.com/retrospectives) - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/Scrumpoker.svg)Scrum Poker](https://marketplace.atlassian.com/apps/1218960/scrumpoker-estimates-for-jira?hosting=cloud&tab=overview) - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/TeamPulse-1.svg)TeamPulse](https://marketplace.atlassian.com/apps/1227873/teampulse-health-check-ins-for-jira?tab=overview&hosting=cloud) - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/bot-1.svg)StandBot](https://marketplace.atlassian.com/apps/1217825/standbot-slack-stand-up-bot-for-jira?hosting=server&tab=overview) Customer support![](https://www.catapultlabs.com/hubfs/Site/Navbar/arrow-right-2.svg) - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/Sync-Jan-24-2023-05-14-14-9110-PM.svg)Freshdesk + Trello](https://www.freshworks.com/apps/freshdesk/trello) - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/Sync-Jan-24-2023-05-09-14-4164-PM.svg)Freshservice + Trello](https://www.freshworks.com/apps/freshservice/trello) - ###### Solutions New![](https://www.catapultlabs.com/hubfs/Site/Navbar/Vector%20(Stroke).svg) Team productivity![](https://www.catapultlabs.com/hubfs/Site/Navbar/arrow-right-2.svg) - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/devex-icon.svg)DevEx New](https://www.catapultlabs.com/solutions/devex) - ###### Platforms![](https://www.catapultlabs.com/hubfs/Site/Navbar/Vector%20(Stroke).svg) ![](https://www.catapultlabs.com/hubfs/Site/Navbar/atlassian%20logo.svg)Atlassian - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/Retros-2.svg)Agile Retros](https://www.catapultlabs.com/agile-retrospectives-for-jira-and-confluence) - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/Scrumpoker.svg)Scrum Poker](https://marketplace.atlassian.com/apps/1218960/scrumpoker-estimates-for-jira?hosting=cloud&tab=overview) - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/TeamPulse-1.svg)TeamPulse](https://marketplace.atlassian.com/apps/1227873/teampulse-health-check-ins-for-jira?tab=overview&hosting=cloud) - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/bot-1.svg)StandBot](https://marketplace.atlassian.com/apps/1217825/standbot-slack-stand-up-bot-for-jira?hosting=server&tab=overview) ![](https://www.catapultlabs.com/hubfs/Site/Navbar/Trello.svg)Trello - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/Retros-1.svg)Agile Retros](https://trello.com/power-ups/61f7eba5e29fd13c6884a214/agile-retrospectives) ![](https://www.catapultlabs.com/hubfs/Site/Navbar/Monday.svg)monday.com - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/Retros-2.svg)Agile Retros](https://monday.com/marketplace/124) ![](https://www.catapultlabs.com/hubfs/Site/Navbar/Slack.svg)Slack - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/bot-1.svg)StandBot](https://marketplace.atlassian.com/apps/1217825/standbot-slack-stand-up-bot-for-jira?hosting=server&tab=overview) ![](https://www.catapultlabs.com/hubfs/Site/Navbar/Freshworks.svg)Freshworks - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/Sync-2.svg)Freshdesk + Trello](https://www.freshworks.com/apps/freshdesk/trello) - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/Sync-3.svg)Freshservice + Trello](https://www.freshworks.com/apps/freshservice/trello) - ###### Resources![](https://www.catapultlabs.com/hubfs/Site/Navbar/Vector%20(Stroke).svg) - [![](https://www.catapultlabs.com/hs-fs/hubfs/Site/Navbar/Book.png?width=24&height=24&name=Book.png)Help center](https://help.catapultlabs.com/) - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/Opened-Book.svg)Blog](https://www.catapultlabs.com/blog) - [![](https://www.catapultlabs.com/hubfs/Site/Navbar/devex-icon.svg)Jira DevEx Guide](https://www.catapultlabs.com/guide/developer-experience-jira) - [![](https://www.catapultlabs.com/hs-fs/hubfs/Site/Navbar/phone-calling.webp?width=24&height=24&name=phone-calling.webp)Contact Us](https://www.catapultlabs.com/contact) - [Atlassian Marketplace](https://marketplace.atlassian.com/vendors/1213059/catapult-labs-llc) - ![](https://www.catapultlabs.com/hs-fs/hubfs/Site/Navbar/Menu-Mobile.png?width=622&height=312&name=Menu-Mobile.png) StandBot for Slack Stop worrying about your stand-up logistics! 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How to Improve Your IT Service Desk using Freshservice and Trello 3 min read 5 March, 2025 ![Luis Ortiz](https://www.catapultlabs.com/hubfs/Luis%20Ortiz%20headshot.png) [Luis Ortiz](https://www.catapultlabs.com/blog/author/luis-ortiz) Table of Content [Remote Work](https://www.catapultlabs.com/blog/tag/remote-work) [Productivity](https://www.catapultlabs.com/blog/tag/productivity) [Product Management](https://www.catapultlabs.com/blog/tag/product-management) Share this [![Share on linkedin](https://www.catapultlabs.com/hubfs/Site/Blogs/linkedin-default.svg)](http://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fwww.catapultlabs.com%2Fblog%2Fhow-to-improve-your-it-service-desk-using-freshservice-and-trello%3Futm_medium%3Dsocial%26utm_source%3Dlinkedin) [![Share on twitter](https://www.catapultlabs.com/hubfs/Site/Blogs/twitter-default.svg)](https://twitter.com/intent/tweet?original_referer=https%3A%2F%2Fwww.catapultlabs.com%2Fblog%2Fhow-to-improve-your-it-service-desk-using-freshservice-and-trello%3Futm_medium%3Dsocial%26utm_source%3Dtwitter&url=https%3A%2F%2Fwww.catapultlabs.com%2Fblog%2Fhow-to-improve-your-it-service-desk-using-freshservice-and-trello%3Futm_medium%3Dsocial%26utm_source%3Dtwitter&source=tweetbutton&text=) [![Share on facebook](https://www.catapultlabs.com/hubfs/Site/Blogs/facebook-default.svg)](http://www.facebook.com/share.php?u=https%3A%2F%2Fwww.catapultlabs.com%2Fblog%2Fhow-to-improve-your-it-service-desk-using-freshservice-and-trello%3Futm_medium%3Dsocial%26utm_source%3Dfacebook) [![Share on youtube](https://www.catapultlabs.com/hubfs/Site/Blogs/youtube-default.svg)](http://www.linkedin.com/shareArticle?mini=true&url=https%3A%2F%2Fwww.catapultlabs.com%2Fblog%2Fhow-to-improve-your-it-service-desk-using-freshservice-and-trello%3Futm_medium%3Dsocial%26utm_source%3Dyoutube) ### Join our newsletter The best collaborative work insights. ![Newsletter](https://www.encora.com/hubfs/Catapult-Labs-site/Newsletter.png) [Remote Work](https://www.catapultlabs.com/blog/tag/remote-work) [Productivity](https://www.catapultlabs.com/blog/tag/productivity) [Product Management](https://www.catapultlabs.com/blog/tag/product-management) IT sometimes seems like an island: isolated, remote and almost speaking its own language. Paradoxically, it is probably the enterprise area that works with every other department and enables productivity for all of your company. The IT team typically will handle requests and reports from every other area in their own service desk; then they have very specialized skills, and they usually work in isolated teams. ## The Problem for Traditional IT Teams The problem with working in silos is that teams tend to focus on their own goals and targets, rather than the end-to-end flow of work and the value that’s ultimately delivered to the user. Every IT team has been in this situation: An escalation that sits there for *longer than it should*, waiting for a Sr. Engineer or somebody in another team to provide access to do a fix. This situation values IT processes but does not take in consideration the user, its own processes and the *team's productivity lost* for this time. This is not a process problem, it’s a *lack of communication and synchronization*. (Needless to say, these are [Catapult Labs](https://www.catapultlabs.com/) favorite problems to solve) That’s where the *power of collaboration* comes in and becomes super valuable. Modern ITSM it’s about connecting those “silos”. Collaboration enables people to do their best work with others, in an open and visible manner, which builds trust between teams. > “By encouraging people to speak to each other, they can throw around ideas of how they can help each other be more effective.” - Dr. Tuuli Bell ## Collaborative ITSM for the Win! Unleash the power of your [Freshservice Service Desk](https://freshservice.com/) with Collaborative ITSM. By using the [Freshservice power-up](https://trello.com/power-ups/5b6e133d77908e6b42e8760e) & the [Trello app](https://www.freshworks.com/apps/trello-for-freshdesk/), connect your IT service desk to [Trello collaborative boards](https://trello.com/) and you’ll be able to link Trello cards to Freshservice tickets or create them from scratch. This way you won’t have to leave your platform and you’ll have updated information. You’ll also be able to attach Freshservice tickets to Trello cards or create them without leaving Trello!. You’ll immediately notice an improvement in your handle time for each ticket! Check it out [here](https://www.freshworks.com/apps/trello-for-freshservice/). ### Bonus: Visualization Besides collaboration, connecting your Trello platform is a great way to visually organize your team’s work! Link your tickets to Trello cards and use the board to visualize your workload and workflow. This alone will spur a lot of great ideas and experiments for process improvement from your team. ## Freshservice + Trello [Freshservice + Trello](https://www.freshworks.com/apps/trello-for-freshservice/) are a match made in heaven. Both platforms have their own marketplace and [Catapult Labs](https://www.catapultlabs.com/)’ solution requires both adding a [Trello app](https://www.freshworks.com/apps/trello-for-freshservice/) to your Freshservice, and a [Freshservice power-up](https://trello.com/power-ups/5b6e133d77908e6b42e8760e/freshservice) for Trello. These way both platforms are perfectly synced. It’s a great way to improve your team's performance with little to no friction in your existing processes. Take it for a test drive and in seconds you’ll notice the time you save when creating cards or tickets without leaving a single platform, and how your team improves communication with other areas! Try it out and let us know how did it go! Make sure to share with us your ideas for improved collaboration. --- Trying to improve your #Agile practices? Or are you getting started with Agile? Are you in a remote team? Check out our products for Agile teams at [CatapultLabs](https://www.catapultlabs.com/?utm_source=le&utm_medium=blog&utm_campaign=post8). We focus on making agile ceremonies more effective and easier to adopt for remote teams. Check out our Atlassian tools: - [Agile Retrospectives for Confluence](https://marketplace.atlassian.com/apps/1216054/agile-retrospectives-for-confluence?utm_source=le&utm_medium=blog&utm_campaign=post8) - [Agile Retrospectives for Jira](https://marketplace.atlassian.com/apps/1218860/agile-retrospectives-for-jira?utm_source=le&utm_medium=blog&utm_campaign=post8) - [Scrum Poker for Confluence](https://marketplace.atlassian.com/apps/1215875/scrumpoker-estimates-for-confluence?utm_source=le&utm_medium=blog&utm_campaign=post8) - [Scrum Poker for Jira](https://marketplace.atlassian.com/apps/1218960/scrumpoker-estimates-for-jira?utm_source=le&utm_medium=blog&utm_campaign=post8) - [Stand.bot for Jira + Slack](https://marketplace.atlassian.com/apps/1217825/standbot-slack-stand-up-bot-for-jira) also! ![Luis Ortiz](https://www.catapultlabs.com/hubfs/Luis%20Ortiz%20headshot.png) Luis Ortiz Luis is the Co-Founder and leads Growth at Catapult Labs. He writes about practical Agile workflows across Jira, Confluence, and Slack, helping teams run better stand-ups, retrospectives, and improve productivity without meeting overload. [![](https://www.catapultlabs.com/hubfs/Site/Footer/linkedin.png)](https://www.linkedin.com/in/luis-ortiz-23a4a482/) #### You might also like ##### [Productivity Catapult Labs’ Freshservice Power-Up + Trello App Solution Wins 2 Multi-Platform Collaboration Awards! SoftwareDevTools’ Freshservice Power-Up + Trello app Solution Wins 2 Multi-Platform Collaboration Awards! Luis Ortiz May 16, 2025](https://www.catapultlabs.com/blog/catapult-labs-freshservice-power-up-trello-app-solution-wins-2-multi-platform-collaboration-awards) ##### [Customer Support Trello boards & Freshservice Service Desk, a match made in IT heaven. Trello boards & Freshservice Service Desk, a match made in IT heaven. Luis Ortiz Aug 30, 2024](https://www.catapultlabs.com/blog/trello-and-freshservice-a-match-made-in-it-heaven) ##### [Remote Work How to drastically improve your IT service desk SLA using Freshservice + Trello. How to drastically improve your IT service desk SLA using Freshservice + Trello. 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