It appears that help links don’t show previews; is that expected?
Thanks,
Larry
I am a super admin for a client and recently attempted to downgrade their license to 10 users. After going through the process, I received a message saying, “You will receive a confirmation email.” However, they have not received an email, and the admin portal still shows that 15 seats will be billed.
When I tried to access support from their account via support.asana.com, I encountered the following error:
When trying to get support from my account, chatbot is repeatedly returning this error:
Can someone please assist?
Hey @Christine_Bolton!
The support bot issue is part of the larger issue that’s happening with the new Help Center. Asana says they are working on it!
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It seems like really bad planning on launching an AI chat bot and not have a fallback option if it doesn’t work, i.e. like just now!
How do we contact support?
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A custom field was deleted, apparently from our Asana as a whole as it doesn’t exist to re-add to my project, and from what I am able to find, I have to reach out to support to get help. This is a crucial field for my project. I did not delete it myself (as far as I know, and it doesn’t seem like you can accidentally delete a custom field permanently, you kinda have to mean to), and I don’t know who did, but I need it back.
But when I, or my teammates, try to open a support case using the bot, it will ask us some questions (sometimes a few, sometimes only one) and then say “Unfortunately, a system error occurred.” and then reboot the AI bot to the beginning.
I’ve tried this from multiple browsers, on multiple computers, and had other teammates try to go through logged in as them, and none of us can get through.
So it seems I’m stuck – I need to get to support to get my situation resolved, but the bot won’t let me.
Does anyone have any option to reach support that isn’t going through a bot that apparently will not let anyone through?
@Melanie_Shears - welcome to the forum! Sorry to hear you’re having issues; what you’re experiencing is a known issue that the Asana team is currently working on. I’ve moved your post to the main thread on that so you can get alerted when they have developments.
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@Vanessa_N - I’m sure they’ve considered this, but any way the team could consider rolling back to the old support system and help center until this is resolved. It’s really rocking the boat quite a bit for everyone.
Thanks for all you and the team are doing to fix this as quickly as possible.
Here’s to hoping they can roll back the changes or fix pronto!
Hi everyone,
Thank you for sharing your feedback with us. Our team is actively addressing the issue you’ve reported, and we’d like to provide some additional context in the meantime.
We’ve identified that users who belong to multiple organizations are currently unable to access the Help Center. Our team is working on a solution, which we hope to implement soon. In the meantime, you can still access Help Articles and the chatbot by visiting help.asana.com in incognito mode.
Additionally, some links to the Help Center in the forum may not be functioning as expected. We’re aware of this and working on a fix. As a temporary workaround, you can search for the article directly on help.asana.com using the article name, which is often included in the URL.
We apologize for any inconvenience this may cause and will keep this thread updated as we make progress. Thank you for your understanding.
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The error went away for me when I sign onto Asana (authenticated) prior to navigating to the help site.
Anddddd now the support chat, when in incognito, is speaking to me in Dutch. While I’m flattered it assumed I’m very multi-lingual, Dutch is not one of my specialties.
And then it blipped and restarted the same runaround other people have been experiencing:
Hi everyone, and thank you so much for your patience. Our Support team is still working on a solution for the issue with the Help Center, however, to unblock users who have been unable to submit requests, they’ve created a temporary form where you will be able to get in touch with them directly.
Please kindly fill out this form and our Support team will get back to you as soon as possible.
So, you’ve removed the ability to speak to a human, set up a broken AI chat bot. Do we get a refund?
I do not belong to multiple organizations, to my knowledge.
Your help center does show my name as an employee that hasn’t been with my company for over 6 years, indeed was no longer with us when we began using Asana, that did once have my email address.
I assume that means that she previously had an account with Asana that belonged to a different organization, so how do I fix that? I did not find any options to edit my information in the help center, and it doesn’t seem to pull the information from the only instance of Asana that I actually use.
I should only be associated with one Asana domain.
And the chatbot doesn’t work for me in incognito either.
I am unable to contact any type of help with Asana due to an authentication issue.
No idea what to do.
@Fiona_Pardeaux - welcome to the forum! I’ve merged your post with the existing thread on this topic, as there is a known issue that is interfering with Asana’s Help Center. In the meantime, refer to this post, which links to a temporary form to create support tickets:
Even in Incognito mode, I am still getting a Salesforce authentication error.
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I cannot login to help center since I was forced to split my account into separate emails. I tried emailing support@asana.com, only to be told it isn’t monitored. I therefore have no way to contact support whatsoever. Pretty frustrating.
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Happening to me as well! I can’t run my company efficiently
without it!
@aji005 is someone able to help. Colleagues and I are not able to log in and your chat bot is giving an error!
@Kassandra_Soulis - My team needs this urgently as well. Just FYI - the @aji005 user that you tagged is just some random Asana customer who chose that as their username. Best wishes to them, but I hope they change it so as to not confuse others.
But, @Emily_Roman is actively working with the internal teams at Asana and I’m sure they’re all pushing this to a high priority and high alert as it’s affecting large numbers of users worldwide.
Make sure to follow this topic and/or check back for updates.
I’m extremely eager for them to get this resolved.