# Asana project as Helpdesk/Support Ticket System? **URL:** \ **Category:** Asana In Practice\ **Created:** [23 November 2017 01:33 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776 "2017-11-23T01:33:48Z")\ **Posts on this page:** 14\ **Page:** 1
**Author:** ![Jared\_Moore](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/jared_moore/32/10067_2.png) [@Jared\_Moore](https://forum.asana.com/u/Jared_Moore)\ **Post date:** [23 November 2017 01:33 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/1 "2017-11-23T01:33:48Z")
Hi Guys, I am trying to create a project to use as a help desk/support ticketing system. Right now, I use Zapier to forward the email that is sent to our support email address. This then creates a new task within the project. However, each time there is a response to that thread where our support team helps the customer, it creates a new task that is a duplicate essentially. I’m curious if anyone has tried to set up a support ticket system as a project and what it looks like. Any suggestions? ---
**Author:** ![paulminors](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/paulminors/32/291507_2.png) [@paulminors](https://forum.asana.com/u/paulminors)\ **Post date:** [23 November 2017 19:03 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/2 "2017-11-23T19:03:52Z")
Hi Jared, I expect you could fix this by either: 1. Adding a filter to your Zap after the trigger. So if a task for the ticket already exists (you could search by ticket #), then don’t run the Zap. 2. Use the “Find task” action (instead of creating new task) then check the box to create a task if it doesn’t exist. That way you could update the task instead of creating a new one. Hope this helps! Paul ---
**Author:** ![Doug\_Williams](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/doug_williams/32/16054_2.png) [@Doug\_Williams](https://forum.asana.com/u/Doug_Williams)\ **Post date:** [19 April 2018 01:46 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/3 "2018-04-19T01:46:00Z")
I created a HelpDesk Ticketing System w/ Jotoform as the electronic secretary\> Zapier \> Asana across 5 departments nationwide and currently we have over 100+ users integrated. in 90 days we have already completed over 3k tickets. The tracking metrics is really poor within Asana and there isnt any “round robin” auto assignee but the workaround can be done is excel. ---
**Author:** ![Laurence\_Cope](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/laurence_cope/32/10146_2.png) [@Laurence\_Cope](https://forum.asana.com/u/Laurence_Cope)\ **Post date:** [4 June 2018 08:33 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/4 "2018-06-04T08:33:46Z")
May I ask how you deal with email communication between yourself and the support client? Asana does not allow any old emails to be sent into it, so I assume it has to come from an approved email. So if you need to reply to that task I assume it would not go to the customer email, but to the approved email (e.g. ours!) so how does one deal with communicating on tasks between the support client? I too would like to use Asana as our support system. At the moment we use Helpscout because anyone can email our support email into Helpscout. But then we have to manually add that as a task in Asana, but then all communication goes trough Helpscout. All because Asana does not allow un-approved email addresses into it. Its not good! Thanks ---
**Author:** ![Mark\_Presnell](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/mark_presnell/32/46506_2.png) [@Mark\_Presnell](https://forum.asana.com/u/Mark_Presnell)\ **Post date:** [4 October 2021 23:55 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/5 "2021-10-04T23:55:31Z")
Hi Team, We’ve just transitioned from Freshdesk to an Asana based helpdesk I setup. We no longer accept support requests via email and instead have published an Asana form on our website for new ticket creation [see [Convergence Ltd - eCommerce Integration - Support](http://www.convergence.co.nz/support)] From there, we “multi-home” new tickets to a client support board by assigning the task to another project. We also have rules running to auto-assign new tickets to our primary helpdesk support engineer who may then re-assign the task or deal with it himself. We use the workload view in portfolios via the Asana business plan, which means we need an estimate to be on each task for this to work. Correspondence with the client is facilitated via the comments field either by @mentioning them using their email address or by adding them as a collaborator. This works very well and the client can reply directly to the email notification they receive, which generates a new comment on the ticket. Once the issue is resolved we mark it as complete and a rule moves the ticket from the section “Unresolved Tickets” to “Resolve/Closed Tickets”. Done. ---
**Author:** ![anon30196395](https://luna1.co/8d76cd.png) [@anon30196395](https://forum.asana.com/u/anon30196395)\ **Post date:** [25 January 2022 21:57 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/6 "2022-01-25T21:57:36Z")
Hey Mark, we are looking at doing something similar for one of our IT teams that has less work/task requests than your typical Help Desk/Support team. I know you mentioned correspondence with the client is done via the comments by tagging them or adding them as a collaborator, but outside of a task, can the client see all other tickets that aren’t “assigned” to them, or if not, how do you have permissions configured? Thanks, Chris ---
**Author:** ![Arthur\_BEGOU](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/arthur_begou/32/279746_2.png) [@Arthur\_BEGOU](https://forum.asana.com/u/Arthur_BEGOU)\ **Post date:** [11 September 2023 13:25 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/7 "2023-09-11T13:25:12Z")
Hi @Jared_Moore & @Doug_Williams 👋 > [@Doug\_Williams](#): > > and there isnt any “round robin” auto assignee This might not cover exactly your needs, but iDO and Astogi have developed a small Asana additional tool (a bot) to help you assign people randomly to tasks ( **round-robin** ). By simply adding it to your project, the bot will auto assign members to your project tasks. You don’t need any Zapier or other external tool. The beta version is free to use under a fair use policy If you want to know more about it, check this page : [https://ido-clarity.com/round-robin/](https://ido-clarity.com/round-robin/) Good luck 😉 * * * @Bastien_Siebman @_Sander FYI 😉 ---
**Author:** ![Tony\_Sileo](https://luna1.co/8d76cd.png) [@Tony\_Sileo](https://forum.asana.com/u/Tony_Sileo)\ **Post date:** [11 January 2024 21:18 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/8 "2024-01-11T21:18:16Z")
Hi @anon30196395 and @Mark_Presnell -pretty old thread here, but since I came across it - I’m curious if anyone has solved the “can the client see all other tickets” question. Ideally, we’d like each regular user (customer) to only see tickets they submitted or collaborated on. Maybe we can live with allowing them to see any tickets submitted by anyone from the same customer. But we don’t want them to see tickets submitted by other customers (for various reasons). I’m thinking of trying to have a different project for each customer with rules to multi-home tickets into the right project, and then set up security on the guest accounts to only have access to that project. But that feels like a lot of work, overhead, complexity and opportunities for exceptions to break things or not work right. ---
**Author:** ![Bastien\_Siebman](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/bastien_siebman/32/172354_2.png) [@Bastien\_Siebman](https://forum.asana.com/u/Bastien_Siebman)\ **Post date:** [15 January 2024 10:26 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/9 "2024-01-15T10:26:00Z")
If they are added as collaborators on their tickets only, it will work. Isn’t it @Tony_Sileo ? ---
**Author:** ![Tony\_Sileo](https://luna1.co/8d76cd.png) [@Tony\_Sileo](https://forum.asana.com/u/Tony_Sileo)\ **Post date:** [15 January 2024 15:24 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/10 "2024-01-15T15:24:12Z")
hmm - yes - actually that might work for the individual users. I can also see the benefit of being able to invite a user to collaborate or review a ticket from another customer that’s related to the same question/issue. That still leaves the (less important but still nice-to-have) use case of allowing a manager/admin from a customer to see any ticket submitted by any of their users. ---
**Author:** ![Sagar\_Chauhan1](https://luna1.co/8d76cd.png) [@Sagar\_Chauhan1](https://forum.asana.com/u/Sagar_Chauhan1)\ **Post date:** [28 March 2024 04:21 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/11 "2024-03-28T04:21:02Z")
Hey everyone, I have developed a free solution to solve for this use case, do explore. This gets the job done just like what everyone has been asking for. It has scope for further customization and give full control. > **[Free Asana Ticketing System — Automated Bot — DIY (Helpdesk / Support)](https://postscripts.medium.com/free-asana-ticketing-system-automated-bot-diy-helpdesk-support-27fc0f7de1ef)** > > In today’s fast-paced work environment, efficiency is key. Automating repetitive tasks can save time and reduce errors, which is why we’re… ---
**Author:** ![Laurence\_Cope](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/laurence_cope/32/10146_2.png) [@Laurence\_Cope](https://forum.asana.com/u/Laurence_Cope)\ **Post date:** [19 July 2024 13:33 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/12 "2024-07-19T13:33:25Z")
Hi Mark. About this “_Correspondence with the client is facilitated via the comments field either by @mentioning them using their email address or by adding them as a collaborator. This works very well and the client can reply directly to the email notification they receive, which generates a new comment on the ticket._” Don’t they have to register for an account with Asana though? This limitation is why we are looking for other systems, because I thought Asana does not allow non-registered users to email into Asana. So do your customers register, and if not how do you get the email in as a comment reply? Thanks ---
**Author:** ![Ismael\_Garcia1](https://luna1.co/8d76cd.png) [@Ismael\_Garcia1](https://forum.asana.com/u/Ismael_Garcia1)\ **Post date:** [17 October 2024 15:52 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/13 "2024-10-17T15:52:24Z")
Hey Sagar, Is this ticketing system meant for external users? Seems this works best for internal users as they have access to internal forms to fill out. What about if someone sends you an email in Outlook? I use power automate to filter out emails. Basically, it creates tasks in Asana once we receive an email in Outlook. If the email is a response to the original email (aka the tasks is already in Asana) it will find the tasks and add the email as a comment to the existing tasks. These eliminates the issue of dupes. Also, attachments are added as comments in Asana. My only problem is that I would have to add external stakeholders manually as collaborators in Asana for them to see the progress of a task. With that being said, they won’t be able to see when a task is completed. Not to mention that the Power Automate is only able to filter through 1000 tasks which means a new project will have to be created after 1000 tasks are completed. ---
**Author:** ![Daniel\_Kreiss](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/daniel_kreiss/32/15403_2.png) [@Daniel\_Kreiss](https://forum.asana.com/u/Daniel_Kreiss)\ **Post date:** [10 June 2026 08:38 UTC](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776/14 "2026-06-10T08:38:14Z")
Here’s my take on how to use Asana as a helpdesk platform with bi-directional emails from and to externals who don’t have an Asana account. It has removed so much friction from our support comms by pulling the email convo into the actual work packages. You do need some automation set up. But no expensive licenses for full-blown support or CRM suites like Zendesk or Hubspot etc. > [@Asana as a Two-Way Email Helpdesk With Make.com](https://forum.asana.com/t/asana-as-a-two-way-email-helpdesk-with-make-com/1144209): > > We turned Asana into a true two-way helpdesk or ticket system. The workflow has been running for months now. For my team, it’s a game changer. We no longer switch between work management and our email suite (or CRM for that matter). To this day [auto-forwarding emails to Asana](https://help.asana.com/s/article/email-tasks-to-asana?language=en_US#gl-forwarding) burns a paid seat for a bot that does only that. When the email finally becomes a task, you cannot reply directly to the requester. Worse: [If they send a follow-up, the system creates duplicates.](https://forum.asana.com/t/asana-project-as-helpdesk-support-ticket-system/11776) As much as I love Asana, … Hope, you can find a couple of ideas to adopt. Let me know, if sth is missing for your particular use cases. 🙂