Ticketing use-case: Customer Support in Asana

English Forum Forum Leaders tips
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Hi Asana enthusiasts :wave:

Should you consider managing a Customer Service or other ticketing project in Asana?
Yes, and it works smoothly! In this video, learn how. :wink:

:clipboard: With an Asana form that makes it easy to collect all the details needed to resolve incoming requests.

:vertical_traffic_light: And features like priority tracking via custom fields and different views for better organisation.

:bar_chart: And a dashboard, a visual aid that will help you easily grasp the big picture.

:robot: And automation rules, linked to your SLAs, for example.

Bonus : download this template project (wait a few minutes for import):
:point_right: https://bit.ly/SLA-Tickets

Arthur, Asana Expert :sparkles:
iDO Asana Partner: Services & Licenses

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thanks @Arthur_BEGOU for this, I have setup nearly exactly what you did, so looks to be a good appraoch :slight_smile: . You talk about app integrations, but is there any other way of giving external (not Asana users) clients visibility on their tasks, at least status? Assume you have tickets from 5 customers in your project and you like each client to only see obviously their tickets, and from these only some specific fields like title, date opened, status and a comment. Ideally one could sent a specific link to each customer so they can access their tickets via browser view. I have absolutely no clue how to tackle this, but maybe somebody is already further in these thoughts…?

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Hi @Oliver_Schallehn :waving_hand:

To answer your questions:

=> You can decide to invite externals at the task level only (not at the project level); this way, they’ll see only the task they are allowed to see
I’ve just created a forum tips to review the process of inviting guests in tasks

=> This part is different, I’m investigating at the moment.

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@Oliver_Schallehn
More tests i’ve conducted there: Collaborating with guests in a task: From the guest POV - #3 by Arthur_BEGOU

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I get this when I try to open the project link. Can I download the project and import it?

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Hi @Mike_McGuire

We are currently fixing the link, please give us a few days.

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Arthur,
When I group my tasks by [Ticket Priority], the titles show in colured boxes (see image).
How can I reformat these titles to remove the colour ?

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Hi @Mike_McGuire

Those colors can be edited in the field [Ticket Priority] (Customize panel top right, then Fields).
For each field option (Not started, etc…), you can click on each color and change it, or choose the transparent color.

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Hey @Mike_McGuire
FYI, the link was fixed :wink:

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Is it possible to set it up so that people can send an email to support@xxxxx.com and that will create a ticket?
So they can create tickets in multiple ways.

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Hi @Mathias_Kjær

Yes if you do a redirection via your email tool (ex: Gmail / Outlook).

In your email tool :

More generic info via the https://help.asana.com/s/article/email-tasks-to-asana?language=en_US

Remark:
Please have in mind that the email will come in Asana (as a task) as a blank text, without, Custom Fields as with the forms. Thus, if you need to collect some data in fields (for rules or reporting) you will need to input it yourself.
An alternative is to use the AI Studio feature to transform the text from the email into actual categorized data.

Hope that helps :wink:

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We’ve migrated to Asana, including our IT Helpdesk. I disagree with your assertion that Asana is a good idea in this use case. Please explain how users are supposed to see the tickets they raise. You can’t create a filtered tab for “Raised By”, only the assigned person working on the ticket. Filtered views are all global, so if a user creates a tab for their tickets everybody sees it. I would love for this to work like our previous helpdesk system, where users can find the tickets they raise, but we’re now looking to move just the helpdesk portion to a dedicated system.

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Hi Grant :waving_hand:

And thanks for your feedback.

I’m not aware of your specific use-case here, but I might try to suggest some ideas.

Please explain how users are supposed to see the tickets they raise. You can’t create a filtered tab for “Raised By”, only the assigned person working on the ticket.

If you work via task creation (not a form), you can find the information “Created by” as a column, click on “Options” (top right) then “Show/hide columns”.

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If you work with a form, the “Created-by” exists if you work with internal users.

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And you can display and Sort/Group by it

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Filtered views are all global, so if a user creates a tab for their tickets everybody sees it.

Yes, but you can easily create an advanced Search with your tickets, and save it in your (private) Starred elements.

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That said, I do agree there are some limitations.
In my view, the biggest one is that users outside of Asana can’t easily track the progress of their tickets—unless you manually invite them into the platform. That said, Asana has started addressing this with the new Request Tracking feature, which could help bridge that gap in certain cases (see Introducing Request Tracking!)

While Asana isn’t a traditional ticketing tool, it can serve as an effective alternative for many companies—especially when the goal is to manage requests directly within your core work platform. Of course, this comes with certain limitations, but also the benefit of tighter integration with your existing workflows.
And when combined with Asana’s recent AI features—especially those introduced through AI Studio—it has the potential to become a highly automated and efficient ticketing workflow. With the right setup, it can significantly reduce manual handling and improve responsiveness across teams.

Hope that helps :wink:

Arthur