Try the new Asana Help Center!

Hi everyone :wave:

I’m excited to introduce our new Help Center, packed with resources designed to provide comprehensive support for our customers! Here’s how we can assist you:

AI-powered support chat

Our chatbot answers questions, suggests help articles, and creates support cases if you’re stuck.

Support case dashboard

Log in to track your support cases and communicate with our support team, all in one place.

Onboarding center

Share our Getting started page with your team so they can learn the Asana basics or find resources tailored by role.

Video learning library

Your team can learn Asana in minutes with our collection of video tutorials.

Connect with the Asana community

Still need help? Talk directly with Asana users like you in the Forum or join our live trainings.

Coming soon: Live support

Soon you’ll be able to connect directly with our support team via chat.


Let us know if you have any questions or feedback!

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I know this was all a herculean effort, and it looks SO great!

Live Support coming soon too! Awesome!!

Really appreciate everyone’s hard work! Pass along some high-fives for us!
(Also, sorry not sorry for all the "!"s in my reply. Very excited for this!)

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Looking forward to it, but while it works ok in my Phoenix env, in my main Asana env (using Chrome latest on Mac) if I go to help.asana.com or click a help link in the left sidebar, I get a working spinner:

which then leads to this:

And I can’t reach the Help at all in that env. I also tried my usual login (w/Google) in a new incognito window with exactly the same result.

Help!

Thanks,

Larry

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@lpb - On my main account, I also got the spinner (lasted for ~30 seconds, which is a bit concerning) but it did ultimately authenticate me. Wondering if they’re in process on migrating customer accounts over or something.

RE: the actual help center, it looks terrific and I’m loving the ability to see ticket history. I think the “Contact Support” cart down in the Still have questions? section might be broken, though; doesn’t seem to do anything, and I would expect that to either initiate a chat or perform some other action to begin a ticket.

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This is also happening to me. I was only able to access the help center in an incognito window without logging in. I didn’t post the authentication error issue because I figured it was just my account (which has had problems with all Asana integrations (Bevy for events, Academy, etc.)

But, yes, this is happening to me too.

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Also, some links in the help articles REQUIRE login (which I don’t think was the intention).

For example: Asana Help Center

The CSV Importer help center article linked in the tutorial video description above leads to an Asana login screen.

When navigating in any way to help.asana.com I get a SalesForce permission error with this Error Description:

ErrorDescription=portal+account+owner+must+have+a+role

Is there a way past this error?

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@Devin_Callahan - welcome to the forum! They just launched a refresh of the help center experience, which appears to be having some unintended permissioning effects for some users. See more on the announcement post/replies:

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I’ve been receiving emails from my clients all morning that they are not able to access the Asana help center either, they all get this message:

Is there a timeline to resolve this issue?

@Forum-team - can you advise on the help center authentication errors and ETA on resolution?

It isn’t working for me as well. It is quite frustrating when the only way to contact support is chatbot, but the chatbot is continuing to say there is an error and goes on the cycle…

I am trying to resolve a billing issue so I went to the Help Center, it tries to log me in and then just says “Problem Logging In
We can’t log you in because of an authentication error.” With the “Sales Force” logo.

I sent an email to support@asana.com and the response was to use the help center. I tried the AI chat bot which also told me to use the help center. Obviously I can’t use the help center.

Can someone tell me if the help center is currently down or am I in a help center death loop?

Thanks.

@Scott_Kennerly - welcome to the forum! I’ve merged your post with an existing thread on this issue. You can read the responses for some context, but I believe this is due to a recent (i.e., today) change in the help center experience. We’re waiting on the Forum team to provide some insight, which they will hopefully do tomorrow.

Slightly different, but including here for completeness sake:

In my Phoenix env, where I can use the new Help, I tried the support bot to ask about my help auth issue (similar to others here) in my other Asana env. It offered support when it couldn’t help. It prompted me for my first name, then last name, then email address. After submitting my email address, it came back with this and started our session over again exactly as I had started a few minutes before:

So the only way to contact support is failing.

Thanks,

Larry

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I have liteally received an error to start over 4 times in a row from the chatbot, with no options I can find to create a support ticket anywhere else on the page. I understand you want us to use AI, but it has to actually do the job. Keeps crashing over and over on latest Chrome on MacOS Sonoma

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Thanks for flagging this @lpb @Stephen_Li @Bryan_TeamKickstart - the team is working on this issue, which is affecting users who are a part of many Asana domains.

As Bryan mentions, if you are affected the Help Center will work for you in incognito mode.

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I’m the Asana admin in my paid org and I’ve ben locked out all day. I can’t access Asana or Help and used my personal email address to set up a new account just so I can open a ticket on my paid seats ID… and I can’t even open a ticket.

So I;

  • Can’t access our paid Asana account and I’m the admin/owner
  • Can’t contact support to help

Awesome :frowning:

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Asana is working on this issue:

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The AI doesn’t work for me. Not only does it crash everytime after the prompt “Enter a single input” with the error message

Unfortunately, a system error occurred.

The actual suggestions are terrible, .e.g. contact support@asana.com

Can someone from Asana please contact me? It’s now impossible to contact Asana for help.

Ps I notice that you can still contact Sales directly, I wonder why…

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Hi everyone, apologies for the trouble. We’ve reported this issue to our Support team, and they are considering it a high priority. Hopefully, they’ll be able to implement a fix or provide a temporary workaround soon. I’ll keep you updated as soon as I hear back.

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