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?