Create tasks with View-Only seat

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We currently have 7 departments that use Asana for ticketing (i.e. IT, Marketing, Finance, etc…); with ~40 Enterprise license admins. Users (View-Only) are directed to the Form of each respective department to open a ticket. The problem we are having is the ability for View-Only users to create tasks via email; enterprise licenses can do it, but not View-Only. It is cost prohibitive for us to license all users in the org for this only feature. The use case that applies to this common theme across departments is:

Users receive emails and they simply want to forward to create a ticket/task. To be more specific, our users have been trained to forward emails of uncertainty (i.e. phishing, malware, etc…) to itsupport@companyX.org for review which happens very frequently. Since Asana does not allow for ticket creation from email for View-Only we now have a split-brain support system where we have to monitor the mailbox and work requests outside of Asana. While it’s not the end of the world, it is inefficient from every perspective.

  1. As a leader, my metrics/reporting dashboard is no longer all encompassing of my teams work.

    1. Reporting on security is a top priority, so now I have to manually scrape the itsupport mailbox and Asana tickets. What used to take no time to report, I now have to spend time making the same report.

    2. Reporting on Analyst ticket volume / work load no longer works.

    3. Determining whether the email request is closed or not is a challenge with ciphering thru Inbox and Sent Items.

  2. From the support team perspective, they now have to monitor two points of intake (Asana, and Email) and they are getting confused as to who on the team is responding.

    1. We had to adjust and put the on-call rotation person on point to avoid duplication of efforts.

    2. We are investigating having the on-Call Admin monitor the mailbox and create a ticket on behalf of the user.

  3. From the customer perspective, requiring them to save the email as a file and fill out a form and attach…they simply won’t do it. So they are now sending emails directly to their favorite person (me) or blasting to everyone at once

Would you consider allowing View-Only licenses to create Tasks via email as this feature is pretty common in all Incident / Ticketing systems?