How To Use Trello for On/Offboarding

Client On/OffBoarding with Trello

Why use Trello to On/Offboard users?

How does this process work?

How to use the Trello On/Offboarding Board?

Here are the steps that need to be taken to on/offboard a user:

Why use Trello to On/Offboard users?

When Jones IT first onboards a client that is using our services we grab all the information that we can in order to streamline their process. Some very crucial information that we need is how to properly onboard and offboard a user when they get hired or they leave the company. When we get that information we will use our template board called “QC_#CLIENT - User On/Offboard (PM=#NameHere)” and then create a copy to custom tailor it to the new client's specifications. The reason for using a Trello board is so that all the information is consolidated in one place that can be viewed by everyone at Jones IT if the need arises.

How does this process work?

As already stated, we will gather all the information from the client during the client kickoff and onboarding and make sure that we create a Trello board based on the specifications of that specific client.

  • We will use the board below as a foundation to build on.

You can find this template by using this link: https://trello.com/b/NA9kDuow/qcclient-user-on-offboard-pmnamehere

  • The following is what a finished board would look like:

You can find this specific board by using this link: https://trello.com/b/WEAMVrcP/qcwest-user-on-offboard-pmmarcell

  • Once we make changes to this board to fit the client’s needs, we will then create a Google Form so that whenever there is an onboard the user fills out the form with all the relevant information for the new user. Here is how one of those forms looks like:

You can find this client’s form by using this link: https://docs.google.com/forms/d/e/1FAIpQLSf9vxeiNlw3oS9YCofSs2f43DePQM1vE9-76O1mXQwFi5wslg/viewform

  • Once the form is filled out and submitted Zapier will take the information, compile it together and then based on the format we have set up, send that information to Zendesk in the form of a ticket. Once that ticket is in Zendesk it will be assigned to the primary consultant through our trigger system.

Here is how the Zap in Zapier looks like:

  • To see any of the Zaps Jones IT has set up, go to Zapier.com and use the credentials that are in LastPass. If you want to make changes to the Zap and you don’t have enough experience using it please make sure to ask someone for assistance.

  • Once a Zap is created for the onboarding function, it will check for new information within the Google Form every 5 minutes. Once the zap finds new information, it will automate the process and create a ticket for the new hire and Zendesk will then assign the ticket over to the primary consultant for that account. This is what that looks like:

The same process will take place for offboards as well.

How to use the Trello On/Offboarding Board?

Each and every client at Jones IT will have a specific board that outlines how users are to be onboarded and offboarded. The user on/offboard will follow this naming convention “QC_#CLIENT - User On/Offboard (PM=#NameHere)”. This is what the Jones IT on/off boarding board template looks like:

You can find this template by using this link: https://trello.com/b/NA9kDuow/qcclient-user-on-offboard-pmnamehere

Here is how an actual client User On/Offboard board looks like:

You can find this specific board by using this link: https://trello.com/b/hQFMlm3b/qcwildlife-conservation-user-on-offboard-pmmarcell

On the Backlog column of this board, you will have two (2) cards titled “TEMPLATE_#USERNAME - Onboard User” and “TEMPLATE_#USERNAME - Offboard User”.

These cards will get modified based on the client’s needs for onboarding and offboarding their users. Here is what these cards can look like:

             

Here are the steps that need to be taken to on/offboard a user:

  1. Once the client fills out the google form that we have set up for them with the information about the user that will be onboarded, then a Zendesk ticket will be created through our automation through Zapier.
  2. Once that ticket is created, you can copy the “TEMPLATE_#USERNAME - Onboard User” and place the copy with the user’s name in the WIP - User Onboards column.
  1. Same happens when it comes to offboarding. The client will fill out the Google Form we have created for them and then a Zendesk ticket will be created through our Zapier automation. Once that ticket is created, you can copy the “TEMPLATE_#USERNAME - Offboard User” and place the copy with the user’s name in the WIP - User Offboards column.
  1. Once you finish the Onboard or Offboard card that you created for the user to completion you can then move the finished card to the Done column.

4) Remember to track your time. In this case, since there will be a ticket and a Trello Card for this activity you can track your time in either place.

PRO-TIP: Track your time in the place where all your notes are located. Since the Trello card is going to have you checking off from the on/offboard checklist then it would be best to track your time in the Trello card and just insert the URL to the Trello card as an internal comment to the On/Offboard ticket in Zendesk.

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