We’re excited to introduce Request Tracking, a new feature that enhances how teams manage and respond to form submissions in Asana!
With Request Tracking, form submitters in your organization can now reply to form submissions via email—even if they don’t have an Asana license. This means any team can easily follow up on requests and keep work moving forward without disruptions.
What request tracking enables:
Centralized request tracking to capture and manage all requests in one place
Clear communication between requesters and assignees to ensure alignment
Real-time visibility into request status and progress for faster resolution
Unless this is not true anymore, what the post doesn’t say, and in my opinion is a massive disclaimer, is that it only works if people are already users in your space, either paid or free or guests. So it doesn’t work to do ticketing systems in general with your “clients” because they aren’t in your Asana… Sorry to crash the party but I assume 99% of users will fall into that bucket…
so the information is technically there, but I agree with you @Bastien_Siebman it’s important to point out that limitation. I still think it’ll be valuable for lots of users (more than 1% ) but will also be disappointing for many.
It’s clear to some of us, and I’ve been able to explain it some clients who understood the limitations quickly (and it was a big win nonetheless for some because they are concerned about requests from colleagues in their org).
But product launch announcements usually come with a few FAQs, and this one certainly could add a whole lot of clarity with a simple Q&A or two regarding where this feature cannot be used.
I just want to add some more information to clarify my post, people within a company without a license can submit forms, not just guests. If a person is an employee of the company and has an email address that matches a verified domain on the organization, they can authenticate their email address and access the organization only form without taking a license. They can then comment back and forth via email.
I understand you would like the ability for users who don’t share the same email domain to submit the form and communicate with Asana users, without the need to be added to the organization. This is currently not possible, as you mention, the user would need to be added as a guest in the organization.
I have passed your feedback to our product team so they can consider as they enhance request tracking in the future!
So we’re currently on a legacy tier (business) that I was told was equal to Advanced… so how does this work for legacy plans because I’m not seeing that update.
I was thinking exactly this. Can we use view only free licenses to help with this or is that a complete blocker? I have many use cases where this could revolutionise how some teams work but my read is it only works if you have some kind of Asana license
As @Emily_Roman clarified here above, the portion of @Bastien_Siebman’s comment about people needing to be Asana users is no longer true; as long as someone has an email address with a domain that matches the domain of the Asana organization, they can participate in request tracking.
It is still true that external users whose email address domain doesn’t match the organization’s domain can’t participate in Request Tracking. And a view-only license wouldn’t help such people because such a license would require them to have a domain email address.
Thank you for clarifying, I’d asked about this at the Work innovation Summit in London and at the time this didn’t seem to be the case. I’m really pleased. to hear it. We have so many use cases for this within our organisation so I will start testing it next week. What I’m also interested to know is if you have multiple collaborators on one of these forms would they also receive the notifications and be able to correspond on the task?
Yes - we were told that guests can use request tracking (which is further confusing because they will not have the same email domain as the organization, but I guess because they have an Asana account they are an exception - sheesh )
I think the distinction is that members and guests invited or with a login to an Asana org are seen as being users “in” that org, and that’s what’s required for Request Tracking. So it’s not odd that members and guests can participate (just confusing!).
I’ve been trying it out for a while.
Points I’ve noticed are:
1-For non-Asana members
-When you access the form, a message appears identifying you as belonging to the organization domain, but it looks like you’re logging in to Asana. However, I find it a little confusing.
-After submitting the request, when you check it in the administrator console, it is identified as “Type=Unclaimed” and “Invited by=Accessed a form link”.
-It does not count towards the license contract.
2-For Asana members
-After accessing, the form is displayed immediately.
-The name is already entered.
) but will also be disappointing for many.
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