Using Asana for org-wide helpdesk

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We are investigating Asana as the helpdesk solution for our whole organization. In current state, internal employees typically send an email (or fill out a form) with their issue that creates the ticket in Jira. IT folks can then send internal comments (which do not notify the requester), change fields/statuses of the ticket (task), and also add a comment that notifies the requester via email. The requester can reply to that email, and so on, ensuring that the initial request and all subsequent comments are threaded as emails in the requester’s Outlook. We want to replicate that experience as much as possible, all without necessitating everyone in the organization to use a paid Asana seat. Any pointers or direction on how to accomplish this?

I tested the above use case with a teammate who does not have an Asana account, and it appeared to not force her to utilize a paid seat. However, there did not seem to be the option for “covert” or internal comments - any comment would go to her inbox since she was a collaborator. Is there a way to enable to secret/public comments for a task? Do we have to add everyone in the organization as a guest?

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@Kevmoore,

Request Tracking, a new feature, has been rolled out to all Starter+ plans (not to legacy plans) and I think this is possible solution for you.

Asana Help Center article

Thanks,

Larry

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Hi @lpb, that is awesome news. Looks great and I will definitely take it for a test drive. One pending question: is it possible for non-Asana folks (from our email domain) to create a task (i.e., ticket) via email rather than having to submit a form?

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No, but if one Asana user in your org set up a forwarding rule to Asana, they could email to that user and that user could forward to Asana (also manually): Asana Help Center

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@lpb makes sense. Thank you for the idea - I’ll give it a shot. Additional question: is this feature available to Business plans? We have a legacy Business account, and I am not seeing these features when following the steps in the help center article you shared.

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No, I’m afraid not. I clarified my post with a silent update a few minutes before you asked!

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No worries. That is unfortunate. Do you know if it’s road-mapped for legacy plans later this quarter/year?

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Asana doesn’t publish a roadmap but I would doubt this, because I think it may be that anyone on a legacy plan will be forced to choose one of the currently-available plans on their annual renewal date this year. (I think; not positive.)