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.
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!)
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:
@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.
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.)
@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:
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?
@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:
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
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.
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
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.
