I’d love to share a feature idea that came up with one of our customers and I think would benefit a lot of teams using Asana as a service desk.
The situation: When someone submits a form and an agent replies using the “Send an email to the form submitter” feature, the submitter receives the email with the form name as the subject line (e.g. “IT Support Request”). There’s currently no way to change this.
For teams handling high volumes of requests, submitters often raise multiple tickets at the same time. Since every email they receive has the exact same subject line (the form name), it becomes nearly impossible to tell which reply relates to which issue, especially in Outlook, where threads don’t always group cleanly.
The idea: Allow the email subject line to reflect the task title instead of the form name when replying to a form submitter.
Completly agree with this. I created a form for event space reservations and the task title is the event name. When responding to a user wo manages multiple events it would be best if the response has the task/event name int he subject.
Using the generic form leads to confusion in their inbox.
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When a View-Only users creates a tasks via a form, they receive a response email from Asana. When admins (Enterprise Licenses) comment on a tasks to collaborate with the submitter, the submitter receives an Asana email with the comment. However, the problem is we have users that submit numerous tasks / requests to be worked. When Admin #1 leaves a comment and Admin #2 works a different tasks and leaves a comment, the submitter has no way of knowing which comment is related to which tasks…and this compounds when a user is working with several different admins on different requests; confusion sets in really quick. Is there a way to add the tasks name to the Asana Email that is sent to the submitter? Right now, the email Subject contains only the Form name.
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Hi,
We are adding a task name directly in the comment (always) to bypass the contraints. It is extra manual work but at least makes it possible to match the answer with original inquiry. We made numerous automations sending emails from Asana so that people know which topic is already closed on service desk. It helped a little but doesn’t keep a thread in users’ mailboxes and is extremally annoying to everyone.