How Asana's Customer Support Team uses Asana

Here at Asana, we use the Asana product to manage our work, all day every day. We’re working creatively with Asana to manage our workflows, just like you are!

That said, I wanted to share some insights into how the Support team at Asana uses Asana and also get to know some of your Customer Support team’s workflows in the comments below! :arrow_down:

How does your Customer Support team use Asana?

We would love to hear how you use Asana in your Customer Support team!

:arrow_down: Share your tips and tricks below, ask questions and let our Community know how your team is supporting your customers while using Asana! :arrow_down:

How does Asana’s Support Team use Asana?

At Asana, as our Support team works with many different functions, channels, and locations, it’s crucial to have a solid understanding of who should be doing what and by when.

This is where Asana comes into play. Not only do our Support team spend their days helping unblock users, they do it using Asana! :sparkles:

From :clock1: coverage planning, to :chart_with_upwards_trend: tracking trends, to :speaking_head: logging customer feedback and :bug: bug reporting, it’s all carried out in Asana. Here are some of our Support team’s favourite features that help them unblock you!

  • Team Manager, Rodrigo, can’t live without Rules and custom fields! “The power and the time saved by adding Rules to my projects triggered by custom field changes is the best example of automation for me.”
    As a people manager, Rodrigo also utilizes private projects for 1:1s. “I use a private project with multiple sections where my report and I can add any topics (tasks) to be discussed during our next meeting which helps me to plan our 1:1s. During the meetings, I add the necessary notes to each task and assign them to one of us. This way, after each meeting we both have tasks assigned to us so we know what are the pending actions and who needs to complete them. I love the clarity that this brings to our work.”

  • Program Manager, Farah, relies on Asana to help her organise and schedule our growing Support team. “I create schedules within Asana as projects that the team can access to at any time. A section would be equivalent to a location, and every day of the week is a custom field that has colour coded values to show each agents role for the day. These tasks are then assigned to agents, allowing us to keep clarity at all times. Because of this, my favourite feature are and will be custom fields! They simply make the information easy to understand at first glance.”

  • User Operations Expert, Eoghan, uses many different features across Asana to help unblock users. “I use reference tasks a lot to refer back to particular policies, especially when it comes to policies or running a script to make a change to a user’s account. Since these reference tasks are usually given comment-only access, I can be sure that they are reliable sources of information. I also couldn’t live without multi-homing. Sometimes a task needs to be in two or more projects at once, and it’s amazing to know that if I edit a task while I access it in one project, I don’t have to remember to edit it in another. All of our work can be kept up to date, no matter where it lives.”

:thinking: Do you use any of the same workflows that our Support team uses here at Asana? What features do you use the most on your Support team? Our Community wants to know! :speech_balloon:

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I posted about this very topic for those wanting to use Asana fully as a ticketing system!

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This was a great post @Mike_Tammaro!! :clap:

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Thanks for the helpful resources. I was looking at the use of asana for meetings which my organization does use already. While just looking at the site I noticed the link is broken for the one on one example page.

Broken link: https://asana.com/guide/examples/exec/one-on-ones

THanks for flagging, @ZHolder! I’ve escalated this to our Guide team :slight_smile:

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Whoa! Great tips!

Adding just 2 cents:

  • we use URL abstraction software (like bit.ly) to have generic URLs and easily switch forms URL behind those
  • we encoded URLs into QR Codes and put stickers in the office spaces, documents and equipment.
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Woah! What an amazing tip, @iliaZelenkin! I love the QR code idea, this is so original! :trophy:

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