# Ticketing use-case: Customer Support in Asana **URL:** \ **Category:** Forum Leader tips\ **Tags:** forum-leader-tip\ **Created:** [17 January 2024 08:52 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533 "2024-01-17T08:52:17Z")\ **Posts on this page:** 15\ **Page:** 1
**Author:** ![Arthur\_BEGOU](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/arthur_begou/32/279746_2.png) [@Arthur\_BEGOU](https://forum.asana.com/u/Arthur_BEGOU)\ **Post date:** [17 January 2024 08:52 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/1 "2024-01-17T08:52:17Z")
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. [![](https://us1.discourse-cdn.com/asana/original/3X/a/b/ab88d37a9bf4ac2e01153baf959501559bcbc6e8.jpeg "Ticketing: Improve your customer support thanks to Asana") ](https://www.youtube.com/watch?v=KlVESvMjvwA) Bonus : download this template project (wait a few minutes for import): 👉 [https://bit.ly/SLA-Tickets](https://bit.ly/SLA-Tickets) * * * **Arthur, Asana Expert ✨** [**iDO** Asana Partner: Services & Licenses](https://bit.ly/3YFfjTh) ---
**Author:** ![Oliver\_Schallehn](https://luna1.co/8d76cd.png) [@Oliver\_Schallehn](https://forum.asana.com/u/Oliver_Schallehn)\ **Post date:** [17 January 2024 09:46 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/2 "2024-01-17T09:46:53Z")
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…? ---
**Author:** ![Arthur\_BEGOU](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/arthur_begou/32/279746_2.png) [@Arthur\_BEGOU](https://forum.asana.com/u/Arthur_BEGOU)\ **Post date:** [17 January 2024 11:30 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/3 "2024-01-17T11:30:07Z")
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](https://forum.asana.com/t/collaborate-with-guests-in-a-task-from-the-guest-pov/666713): > > 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… * * * > [@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. ---
**Author:** ![Arthur\_BEGOU](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/arthur_begou/32/279746_2.png) [@Arthur\_BEGOU](https://forum.asana.com/u/Arthur_BEGOU)\ **Post date:** [17 January 2024 15:06 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/4 "2024-01-17T15:06:15Z")
@Oliver_Schallehn More tests i’ve conducted there: [Collaborating with guests in a task: From the guest POV - #3 by Arthur\_BEGOU](https://forum.asana.com/t/collaborating-with-guests-in-a-task-from-the-guest-pov/666713/3) ---
**Author:** ![Mike\_McGuire](https://luna1.co/8d76cd.png) [@Mike\_McGuire](https://forum.asana.com/u/Mike_McGuire)\ **Post date:** [18 February 2025 21:54 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/5 "2025-02-18T21:54:52Z")
I get this when I try to open the project link. Can I download the project and import it? ![image](https://us1.discourse-cdn.com/asana/original/4X/9/1/c/91c5932973f177b027adc83789907d690d675582.png) ---
**Author:** ![Arthur\_BEGOU](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/arthur_begou/32/279746_2.png) [@Arthur\_BEGOU](https://forum.asana.com/u/Arthur_BEGOU)\ **Post date:** [19 February 2025 05:49 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/6 "2025-02-19T05:49:55Z")
Hi @Mike_McGuire We are currently fixing the link, please give us a few days. ---
**Author:** ![Mike\_McGuire](https://luna1.co/8d76cd.png) [@Mike\_McGuire](https://forum.asana.com/u/Mike_McGuire)\ **Post date:** [19 February 2025 15:27 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/7 "2025-02-19T15:27:07Z")
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 ? ![image](https://us1.discourse-cdn.com/asana/original/4X/b/8/a/b8af868e1130bb26db96e88719161107c7f64a3b.jpeg) ---
**Author:** ![Arthur\_BEGOU](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/arthur_begou/32/279746_2.png) [@Arthur\_BEGOU](https://forum.asana.com/u/Arthur_BEGOU)\ **Post date:** [19 February 2025 15:30 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/8 "2025-02-19T15:30:44Z")
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. ---
**Author:** ![Arthur\_BEGOU](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/arthur_begou/32/279746_2.png) [@Arthur\_BEGOU](https://forum.asana.com/u/Arthur_BEGOU)\ **Post date:** [20 February 2025 16:12 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/9 "2025-02-20T16:12:00Z")
Hey @Mike_McGuire FYI, the link was fixed 😉 > [@Arthur\_BEGOU](#): > > Bonus : download this template project (wait a few minutes for import): > 👉 [https://bit.ly/SLA-Tickets](https://bit.ly/SLA-Tickets) ---
**Author:** ![Mathias\_Kjær](https://luna1.co/8d76cd.png) [@Mathias\_Kjær](https://forum.asana.com/u/Mathias_Kj%C3%A6r)\ **Post date:** [31 March 2025 10:23 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/11 "2025-03-31T10:23:33Z")
Is it possible to set it up so that people can send an email to [support@xxxxx.com](mailto:support@xxxxx.com) and that will create a ticket? So they can create tickets in multiple ways. ---
**Author:** ![Arthur\_BEGOU](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/arthur_begou/32/279746_2.png) [@Arthur\_BEGOU](https://forum.asana.com/u/Arthur_BEGOU)\ **Post date:** [31 March 2025 10:43 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/12 "2025-03-31T10:43:17Z")
Hi @Mathias_Kjær Yes if you do a redirection via your email tool (ex: Gmail / Outlook). **In your email tool :** - When email comes to [support@xxxx.com](mailto:support@xxxx.com) - (Optional additional condition) If email contains “Help” - Then, forward to [x+123456@mail.asana.com](mailto:x+123456@mail.asana.com) - Replace with your actual import project email address - (see screenshot below) ![image](https://us1.discourse-cdn.com/asana/original/4X/6/c/2/6c217e6597bb58436ef46c32a9695c6f50070e0d.png) More generic info via the [https://help.asana.com/s/article/email-tasks-to-asana?language=en\_US](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](https://help.asana.com/s/article/ai-studio?language=fr) feature to transform the text from the email into actual categorized data. Hope that helps 😉 ---
**Author:** ![anon91823260](https://luna1.co/8d76cd.png) [@anon91823260](https://forum.asana.com/u/anon91823260)\ **Post date:** [14 April 2025 20:07 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/13 "2025-04-14T20:07:56Z")
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. ---
**Author:** ![Arthur\_BEGOU](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/arthur_begou/32/279746_2.png) [@Arthur\_BEGOU](https://forum.asana.com/u/Arthur_BEGOU)\ **Post date:** [20 April 2025 07:46 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/14 "2025-04-20T07:46:46Z")
Hi Grant 👋 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”. ![image](https://us1.discourse-cdn.com/asana/original/4X/d/7/9/d79c75173d76ecf344ef009c0ac5b4e5c87e5bf3.png) If you work with a form, the “Created-by” exists if you work with internal users. ![image](https://us1.discourse-cdn.com/asana/original/4X/6/a/f/6af4b3d296d8693bee10328509e732c94c9ef962.png) And you can display and Sort/Group by it ![image](https://us1.discourse-cdn.com/asana/original/4X/b/7/8/b7830939eb1102f4c7998231948e4bc711ec2424.png) > 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. ![image](https://us1.discourse-cdn.com/asana/original/4X/4/d/d/4ddf4023a8d99865f8f522f6b1148546f8f17f7b.png) * * * 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!](https://forum.asana.com/t/introducing-request-tracking/1023174)) 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](https://help.asana.com/s/article/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 😉 Arthur ---
**Author:** ![SIAN\_JONES1](https://luna1.co/8d76cd.png) [@SIAN\_JONES1](https://forum.asana.com/u/SIAN_JONES1)\ **Post date:** [12 January 2026 13:51 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/15 "2026-01-12T13:51:04Z")
I would like to use the template project, but I am told that the “import link is not available in the current region”. Please could it be made available? I am in Europe. ---
**Author:** ![Arthur\_BEGOU](https://sea2.discourse-cdn.com/asana/user_avatar/forum.asana.com/arthur_begou/32/279746_2.png) [@Arthur\_BEGOU](https://forum.asana.com/u/Arthur_BEGOU)\ **Post date:** [20 January 2026 11:12 UTC](https://forum.asana.com/t/ticketing-use-case-customer-support-in-asana/666533/16 "2026-01-20T11:12:21Z")
Hey @SIAN_JONES1 Sorry for late answer. [Here is the link](https://bit.ly/SLA-Tickets-EU) for the project on EU servers