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Asana Service Management ticket intake in Microsoft Teams

In This Article

Who can use this feature?
EnterpriseEnterprise+

Visit our pricing page for more information.

Asana Service Management helps your support team handle requests from one place. With Microsoft Teams intake, you can submit a request in a direct message with the Asana Service Management app and get updates about that request in the same chat. You don't need to switch tools to get help.

Before you start, make sure you have an Asana Service Management Requester license to submit a request. The first time you use the app, connect it to your Asana account.

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Deploy a Service Management bot in Microsoft Teams

To deploy the bot for your account only (for testing purpose), switch to the “Store” and then select “Manage your apps” (a gear icon), select “Upload an app” and “Upload a customised app” selecting the provided package. A new icon should appear in the left sidebar menu.

To deploy the bot for every employee, use a setup policy in the Teams admin center to pre-install and pin the app org-wide.

  1. Install the Asana Service Management app in the Teams admin center.
  2. Navigate to Teams apps > Setup policies to move the app up or down to set its pinning order for end users.
  3. Note that setup policy changes can take up to 24 hours to take effect.
  4. Assign Asana Service Management licenses to end users who need access to the app.

How to use Service Management app for your request

Ensure an Asana Service Management Requester license has been assigned to your account. Read this article to learn how. 

Open the Asana Service Management app in Microsoft Teams, go to your direct message chat with the app, and sign in.

Once you’ve signed in, you can type your request and send it. The Asana Service Management AI agent replies in the chat with answers from your organization's knowledge base when it has them.

If the AI agent needs more details, it asks follow-up questions in the same chat. Answer each question to help the agent understand your request.

Escalate to a support team member

If the AI agent can't resolve your request, click Connect to a team member on its reply. Asana Service Management turns your conversation into a ticket and assigns it to a member of the support team.

Reply to a ticket

If you want to provide more context, or continue interacting with the AI agent, click Reply on the notification, type your response in the box that opens, and send it. Your reply is added to that ticket.

You can also send attachments directly in your chat messages to provide relevant files or screenshots with your request.

Mark a ticket as resolved

When your issue is fixed, click Mark as resolved on the conversation notification. Asana Service Management marks the conversation as resolved (note: tickets can only be marked as resolved by support team members).

Things to know

Each message you send in the direct message chat without clicking Reply starts a new request. To add information to an existing ticket, click Reply on that ticket's notification instead.

Microsoft Teams notifications appear only for tickets you create through Microsoft Teams. Tickets created by email or in the Asana Service Management portal don't send notifications to Microsoft Teams.

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Asana Service Management ticket intake in Microsoft Teams | Asana Help Center