Ticketing use-case: Customer Support in Asana

[Arthur_BEGOU]

Hi Asana enthusiasts

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

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

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

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

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

Ticketing: Improve your customer support thanks to Asana

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

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Arthur, Asana Expert
iDO Asana Partner: Services & Licenses

[Oliver_Schallehn]

thanks @Arthur_BEGOU for this, I have setup nearly exactly what you did, so looks to be a good appraoch . 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…?

[Arthur_BEGOU]

Hi @Oliver_Schallehn

To answer your questions:

@Oliver_Schallehn

Assume you have tickets from 5 customers in your project and you like each client to only see obviously their tickets

=> 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

Collaborating with guests in a task: From the guest POV

What does a guest see when invited to a task? If you have ever wondered what Asana externals (named “guests”) experience when they are added to a task in your Asana space, you might be interested in the journey described below. The scenario As an example, this journey starts from a Contact form that you have shared outside your organization to get in touch with prospects or job candidates. After the form is submitted and a task is created, you should maintain open communication with the sender…

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@Oliver_Schallehn

and from these only some specific fields like title, date opened, status and a comment.

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

[Arthur_BEGOU]

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