I’m here because this has had a direct adverse impact on our use of Asana here lately. I see where the ability to reset user passwords and 2FA settings is an Enterprise Level/cost additional feature. I can’t imagine I will be alone in thinking that’s a real problem. I do completely understand why Asana might adopt a tiered pricing model for special advanced features; and believe me when I tell you - if our small business could shoulder that cost, we would scoop up those sweet Enterprise features in a heartbeat.
But this seems like a very basic administrative task and we’ve recently lost some serious time to it’s absence. Managing team and application security shouldn’t be a cost-additional “extra”.
Last week when this happened, where a user validated by me was locked out for a problem with her 2FA setup, we waited 12 hours or more for a response. That’s a very bad look on you, Asana. Clearly your support team is very busy and from my own time supporting users, I know this is the kind of thing that needlessly consumes their time. This seems like low hanging fruit in an effort to recapture that time AND serve your customers better.
I want to take a minute to say that this is all true for us because we value Asana so much in our day-to-day work. So, really, thanks for an otherwise great product. It’s precisely because it is so great that this issue frustrates me so much.