Hi Community!
At Asana, our Workplace and Culinary teams deal with all kinds of in-office requests like facilities support 
, food safety issues 
, and badge access 
. In the past, they used a complex Zendesk form that often collected more detail than necessary and created a lot of extra triage work.
Now they’ve moved to request tracking in Asana and built a system that’s both simpler for employees to use and easier for agents to manage. Here’s a snapshot of how it works.
Step 1: A simplified form
Instead of long forms, employees only fill in the basics: name, department, and a description of the request. Depending on whether it goes to Workplace or Culinary, the form adapts with the right follow-up questions.
- Workplace: type of submission (question, request, feedback, issue, other) and office location
Culinary: type of submission (question, feedback, food safety report, other), location, and a few extra details
Step 2: AI-powered triage
New requests land in a shared project in a “processing” section. From there, AI Studio reviews the task for clarity, checks if anything is missing, and applies tags like SLA 
or priority. Once a request has what it needs, the system moves it to “ready to claim” so an agent can pick it up.
Step 3: Clear ownership
When tickets are ready, agents can assign them to themselves and move them through statuses like working, awaiting requester response, stakeholder approval needed, pending external vendor, on hold, or closed 
.
Step 4: Faster responses with AI
For common requests, like gym access 
, agents can trigger a “Draft a response” rule. AI writes the first draft, the agent reviews and tweaks it, and then sends it off.
Step 5: Reporting and visibility
The teams also built dashboards to track how things are going. They can see the total number of tickets, average response and resolution times, and even break it down by office location 
.
The impact so far
Since switching to request tracking, intake is simpler, triage is faster, and accountability is clearer. Performance is easier to measure too, with real-time reporting across regions.
And this is just a snapshot of how our teams are using request tracking!
Want to see the full story (including how IT is preparing to scale 1,500 tickets a month)?
