✨ Asana Service Management is here: make every request easier to handle

Asana Community Product Announcements Product Launches
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Hi everyone!

We’re excited to introduce Asana Service Management, a new way for teams to manage employee requests across IT, HR, Facilities, Legal, Finance, and more - all in one place.

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:light_bulb: Learn more about what’s new below!

Employees get one front door for every request. Submit through the Asana portal, Slack, or email - no need to know which team owns the request before asking. AI routes it to the right queue automatically, so requests don’t scatter across inboxes or get lost in the wrong channel.

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AI handles the routine ones before they reach a human. Password resets, access requests, policy questions - a 24/7 AI agent draws from your knowledge base to resolve common requests without anyone touching a ticket. Service teams spend less time on the repetitive stuff and more on work that actually needs their attention.

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Resolutions build into a self-learning knowledge base. When a request gets resolved, Asana Service Management drafts a knowledge article from it automatically. Over time, the AI gets better at deflecting similar questions before they hit the queue - no manual documentation required.

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Complex requests become full Asana projects in one click. When something needs cross-functional coordination - approvals, dependencies, multiple owners - teams can convert the request into a project and all the context carries through. Owners, deadlines, and dependencies stay connected from intake to resolution.

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Asana Service Management is available today, so if you want to see it in action with your team’s actual use cases, schedule a demo or talk to your Account Manager about pricing.

:speech_balloon: We’d love to hear from you too

Read the full blog post and let us know, what’s the one service request your team dreads most? Drop it in the comments below!

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This piece here is critical and was not fully understood by our team. The new Asana product is for employees, it is NOT a ticketing system to support clients etc because you need a license to be able to submit a ticket.

I feel like we got lost into the “Asana is launching a ticketing product” and most people assume “ticketing = tickets from external stakeholders”, at least we did so I thought it would be important to clarify!

@Nupur_Bhade_Vilas did I get that right? do you have on the roadmap the fact to open to external contributors?

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Hi Bastien,

Thank you for your comment.

This is an internal employee service product, not a customer service product.
So a Company Acme Inc. would deploy this to manage their service questions across HR, IT, Facilities and Legal.

Some examples of questions inclide:

  • I need access to Salesforce, can someone help me? (for IT)
    -How do I update my i9 information? (for HR)
  • The office snacks are almost over, can we refill? (for Facilities)
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Hi Nupur,

Thanks for sharing this. We are currently piloting Asana for service request management within our university AV department, so this announcement is very relevant for us.

One point we would really appreciate some clarification on is communication with the requester.

For our use case, it is essential that our service team can communicate back and forth with employees/customers about a request, for example to ask for missing information, clarify requirements, or provide updates without requiring every requester to actively work inside Asana.

Ideally, this could happen either:

  • via email, with replies linked back to the original Asana request/task; or

  • through some kind of requester/customer portal where the requester can see and respond to their request.

Is this requester communication functionality exclusive to Asana Service Management, or will similar functionality remain available within regular Asana Enterprise / Work Management, for example through Email Bridge or other existing features?

This distinction is particularly important for us, as we already use Asana for the operational workflow behind the request and mainly need a reliable communication layer between our service team and the requester.

Thanks in advance for any clarification!

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