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10 Frequently Asked Questions and Answers

1. I cannot authorize Hipporello Service Desk although I’m a Trello board member. What should I do? Only Trello board administrators can authorize Hipporello. If you aren’t an admin on the Trello board, you need to be added as a board admin in the first place. Being an account administrator or Trello board member is not enough for the authorization process. 2. Can we change the language of the…

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How billing works at Hipporello Service Desk

What are agents? Who are billable users at Hipporello? A unique member of a Trello board (admins, normal members and observers) connected to a Hipporello Service Desk Portal counts as an agent towards billing. Billing is done at portal level as in some cases you might have multiple Trello boards attached to one Hipporello Service Desk Portal. If one person is a member on two boards linked to one…

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How can I add a custom domain?

If you wish to add a custom domain to your domain configuration, here’s what you need to do: Access your Hipporello Service Desk Admin page by clicking the Hipporello button on the top right of your Trello board, then on Hipporello Admin. Click on the Settings button, then click on the User Portal. Click on the Add a Custom Domain button. Enter your Custom Domain. You can use a domain address…

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How can I fix local storage issue in my browser?

In order for Trello and hence Hipporello Service Desk to work properly, you must allow cookies and local storage in your web browser. Read on to see how you can check or change the settings for your browser and fix the issue: Google Chrome/Chromium If you’re using Chrome as your browser, you may know that cookies and local storage are considered the same thing here. So, by following the steps…

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How can I get an App Password?

App passwords are secondary passwords for your email that allow access to certain apps. This is done to provide better security to users. By using app passwords, you can connect your email with Hipporello Service Desk without the need to provide your actual email password in your operations in the system. This way, we are better able to ensure the safety of users’ information with the use of a…

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How can I set up custom outgoing email settings?

If you choose the “Custom” option in your outgoing email settings, follow the steps below to make sure you configure your settings correctly. Once you define your outgoing email server, you need to find out the SMTP port of your custom email provider. If you are subscribed to a hosted email relay service you can get the SMTP server hostname and port number from the support page of your email…

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How to define Email-to-Board addresses

Defining an Email-to-Board address for Hipporello takes only a few clicks. Click on the Hipporello Service Desk Power-Up button on the top right of your Trello board, then click Hipporello Admin. From the top menu, click on the Email to Board button. From the top menu, click on the Email to Board button. Access Email to Board Menu On this screen, click on the New Email-to-Board Address button…

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How to install Hipporello Service Desk

As you’ve probably gathered by now, we’re all about simplicity and efficiency and that starts with the installation process. Follow these five simple steps to have Hipporello Service Desk connected to your Trello account and ready to work: 1. Find and add "Hipporello Service Desk" from Trello's Power-Ups page. Hipporello Trello Power-Ups 2. Authorize Hipporello to access your Trello board…

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What can you do with Hipporello Service Desk?

Bring customer requests into Trello Bring customer requests into Trello boards to boost productivity and efficiency Letting your customers access your Trello board to create support cards is hard to manage. Your customers can create cards via online forms and inbound email addresses through Hipporello Service Desk. You can also define automation rules to automate some periodic manual tasks for…

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