I was brought on to streamline a client’s email ticketing workflow using Trello and SendBoard, ensuring better organization, reduced noise, and a cleaner client communication loop.

The client needed:

A single Trello card per client per conversation thread.

Prevention of duplicate cards when a client replies to an ongoing conversation.

Better tracking of client communications directly from the Trello board.

Configured SendBoard’s threading logic to ensure emails from the same thread are grouped in a single Trello card.

Audited and fixed misconfigurations that caused duplicate cards on replies.

Implemented best practices to preserve threading (e.g., replying within Trello, not from external inboxes).

Advised on client-side behavior to keep communication properly threaded (replying vs. composing new emails).

Proposed automation logic using Trello Butler to catch edge cases and route or merge emails accordingly.

SendBoard was creating a new card for every client reply, due to broken email headers.

The client team was partially replying from Gmail, breaking SendBoard’s tracking.

Clients occasionally changed subject lines or started new emails instead of replying.

By addressing these causes and re-training the team on proper reply workflows, we successfully restored smart threading.

100% reduction in duplicate cards for ongoing email threads.

A much cleaner Trello board with clearer ticket ownership.

Less manual sorting and card merging for the support team.

Fully automated, professional email ticketing flow directly within Trello.