Products
AI Platform
Asana Foundations
Company Type
Topics
- You’ve been invited to Asana; now what?
- Getting started with Asana’s mobile app
- How Asana works
- Create projects in Asana
- Top features to discover
- Different types of tasks
- How to use Asana help resources
- Quick-start guide to Asana
- Create tasks in Asana
- Collaborating in Asana
- All Asana features
- Set up your ideal workspace
- Asana desktop app
- Navigating Asana
- New navigation in Asana
- Assign tasks to teammates
- Manage and prioritize your tasks
- Powerful Asana features for work management
- Automate and scale your work with the Customize menu
- Stay informed with your Asana Inbox
- Find work fast with search
- Maximize productivity with My tasks
- Create projects quickly with templates
- Structure your projects clearly
- Comments, messages, and status updates
- Share project updates
- Top Asana integrations
- Reporting with dashboards
- Monitor initiatives and track work with portfolios and dashboards
- Reporting with workload
- Asana for team leads
- Setting and tracking progress towards goals
- How to choose the right project blueprint for your work
- Plan and execute projects with a deadline
- Customize your projects and portfolios
- Tracking project progress
- Planning with Asana calendar
- Connect your tools with Asana
- How to invite team members to Asana
- How to sign up for a free Asana trial
- How to cancel your Asana trial
- How to add payment details to a trial
- Make the most of your Asana trial
- My trial has ended, what happens to my tasks, rules, and workflows?
- Purchasing a subscription after a trial
- Set goals during your Asana trial
- Turn your trial into a paid plan
- Invite others during your trial
- Automate how work moves through stages
- Build the foundation of your workflow
- Use dependencies to kick work off at the right time
- Request a task review with a simple automation
- Control how tasks are added to projects
- Add movement to your workflow
- Multi-home tasks to avoid information silos
- What is a workflow?
- Assign work automatically with custom fields
- Building cross-functional workflows in Asana
- Moving your everyday workflows to Asana
- Schedule tasks based on priority
- Email communication with form submitters
- ID custom fields
- Field mapping in forms
- Applying bundles to projects
- Management dashboard for project templates
- Rules integrations and widgets
- Rule execution history
- Rule triggers
- Form customization
- Task dependencies
- Approvals
- Conditions and branching in rules
- Time tracking in Asana
- Dependency types
- Filtering and sorting custom fields
- Manual rule triggers
- Rules
- Rule permissions
- Rule actions
- Variables in rules
- Rules integrations for productivity and communication
- Setting dates in rules
- PagerDuty rules integration
- Bundles FAQ
- Bundle management and permissions
- Management dashboard for global fields
- HubSpot rules integration
- Reference custom fields
- Bundles
- Task Templates
- Status updates templates
- Rules integrations for cloud storage and file sharing
- Sharing a form
- How to export all time entry data from Asana as CSV via API
- Project templates
- Custom fields
- Forms
- Understand automation triggers and actions in Asana
- Formula custom fields
- Custom field types and limitations
- Auto-shifting dates for dependent tasks
- Compliance management: API and integration support
- Asana for Gmail add-on
- Asana for Tableau integration
- Google and Asana
- Google Forms and Asana
- Asana for Adobe Creative Cloud
- Google Smart Chips
- Chrome Extension + Asana
- Asana for Jira Cloud FAQ
- Enabling permissions for Asana-built and Microsoft 365 integrations
- API
- Asana for Outlook add-in
- Power BI integration
- Google Sheets & Asana
- GitHub and Asana integration
- Google Calendar + Asana
- Instagantt + Asana
- Zapier and Asana
- Vimeo and Asana
- Zoom transcripts for automation and AI Studio
- How to create a Zoom call notes workflow with AI Studio
- Tray.io + Asana
- ServiceNow & Asana
- Wufoo and Asana
- Web forms & Asana
- Zendesk integration
- Jira Data Center FAQ
- Asana and Workplace from Meta
- Splunk + Asana
- Asana in Salesforce AppExchange (being deprecated)
- Asana app in ChatGPT
- Asana app in Claude
- Migrating time tracking data from Everhour to Asana
- Zoom meetings in Asana
- Calendars and Asana
- Chat with Asana in Slack channels
- Slack comment sync in Asana
- Microsoft Teams and Asana integration
- Slack and Asana
- Asana for Jira Cloud
- Microsoft Single Sign-On
- Salesforce in Asana integration
- Outlook Calendar and Asana
- Jira Data Center
- Weighted goals
- Viewing and filtering your goals
- Asana Goals FAQ
- Goals privacy and sharing
- Goals strategy map
- Write great goals with Asana Goals
- The goal tracking process with Asana Goals
- Lead the goals management process in your organization with Asana Goals
- Get started with Asana Goals
- Goal types and templates
- Progress, status, and connecting work to goals
- Converting tasks into projects
- Views in My tasks
- Custom fields in My tasks
- Custom task types and statuses
- Task actions
- My Tasks
- Scheduling tasks using start dates, due dates, and times
- Text formatting in Asana
- Task fields
- Rules in My tasks
- Proofing
- Save time in Asana
- Understanding tasks
- Subtasks
- Email tasks to Asana
- Tags
- Task comments and attachments
- Project overview tab
- Files view
- Board view
- Embedded media project view
- Teamless projects
- Preparing data for CSV import
- Sections
- Import data from other tools to projects in Asana
- Understanding projects
- Project importing and exporting
- Timeline
- Notes view
- Advanced CSV import options
- Calendar view
- List view
- Managing tasks and dependencies with timeline
- Project owner and members
- Critical path on timeline
- Project customization and views
- Gantt view FAQ
- Shareable notes in Asana
- Pages in Asana (formerly Notes)
- Gantt view
- Permissions overview
- Task permissions
- Custom field access levels
- Team sharing
- Forms access permissions
- Editor access level
- Project permissions
- Project privacy settings
- Edit restriction on custom field values
- Team permissions
- Private custom fields
- Asana custom field permissions
- Project admin access level
- Viewer project access level
- Domain-wide admin controls
- Team content permissions for team admins
- Sharing and limiting access to teams
- Individual project permissions
- Read-only links
- Reporting with the Timesheets and Budgets add-on
- Managing timesheet reviewers and approvals
- Setting up timesheets and budgets add-on
- Tracking project budgets and progress with timesheets and budgets add-on
- Logging and submitting timesheets
- Workload compare mode
- Project progress and status updates
- Workload
- Capacity planning
- Ideas and brainstorms
- End-of-month close processes for Finance teams
- Using Asana to track customer feedback
- One-on-ones
- Using Asana for project management
- Asana for Agile and Scrum
- Asana for team meetings
- Pipelines
- Giving feedback and approvals
- How to apply a RACI Matrix in Asana
- Project intake
- Organizational strategic planning
- Resource planning
- Plan and manage company goals
- Using Asana for your product roadmap
- Asana for Sales and Account Management teams
- Video production calendar
- Marketing strategic planning
- How to create a content calendar in Asana
- How to use Asana for account tracking
- Event planning with Asana
- Campaign management
- Creative production
- Managing design feedback and critique meetings
- Smart import
- Smart fields
- Smart rule creator
- Smart status
- Sharing feedback on AI features
- Smart projects
- Smart editor
- AI add-on beta services
- Smart goals
- Asana AI features and admin controls
- Asana AI FAQ
- Understanding Asana AI requests and usage allocation
- Get started with Asana AI
- Understanding Open-Weight Models in Asana
- Smart chat
- Smart summaries
- Asana AI customization
- Setting up Licensing Division ID with SCIM
- Asana compliance settings
- Permissions management add-on
- Cross-App Access
- Service accounts
- Data retention policy
- Admin and super admin roles in Asana
- Data contributions
- Mobile apps security permissions
- Setting up Asana roles in Microsoft Entra ID with SCIM
- Role-based access control (RBAC) with custom roles
- Global authentication settings
- SCIM provisioning for Asana
- Advanced setup: provisioning licenses with SCIM
- Advanced setup: assigning Asana roles with SCIM
- Provisioning and deprovisioning users with SCIM
- Admin security controls
- App management and integrations
- Delete your Asana account
- Authentication and access management options for paid plans
- IP allowlisting in Asana
- Managing members and teams in a division
- License assignment in divisions
- Asana Sandboxes
- Membership and collaboration in workspaces
- Manage approved workspaces
- Managing an organization
- University organizations
- Managing people in organizations
- Managing teams through the admin console
- Managing organization settings
- Workspaces and organizations FAQ
- Division access and management FAQ
- Understanding workspaces
- Divisions in paid organizations
- Your Asana account
- Advanced division management
- Introducing Asana Gov
- A guide to divisions in Asana
- Managing members in an organization
- Managing workspaces
- Payment methods and invoices
- Billing settings in the admin console
- Security and billing for divisions
- Payments in CAD and KRW currency
- Payments in MXN and BRL currency
- Norway VAT
- New Zealand GST
- Indonesia VAT
- Iceland VAT
- EU VAT
- Changes to automatic payments in India due to RBI regulations
- Australia GST
- Adding payment methods for manually invoiced customers
- Upgrading or changing your Asana plan
- United Kingdom VAT
- United States sales tax
- Switzerland VAT
- South Korea VAT
- South Africa VAT
- Singapore GST
- VAT/GST & Sales Tax
- Accessing your billing page
- Subscription management and upgrades
- How to cancel your Asana plan
- Philippines VAT
- Canada GST/HST, QST, and provincial sales tax
- Billing
- Learn about Asana Legacy Enterprise features
- Divisions
- Asana for nonprofits
- Modify your Asana plan
- Manage your growing Asana subscription
- Learn about Asana Advanced features
- Learn about Asana Business features
- Learn about Asana Starter features
- Learn about Asana Premium features
- Asana subscriptions and pricing
- Asana Personal Plan details
- View only
- Tasks and subtasks
- Upcoming discontinuation of personal projects spaces
- Asana Forum basics
- Asana Certification FAQ
- Troubleshooting browser and connectivity issues
- How do I get support from Asana?
- Accidental deletion
- Navigation and display
- Security and permissions
- Recover deleted tasks, projects, and more
- Salesforce AppExchange Integration Deprecation FAQ
- Deprecation of integrations
- Automation permission update FAQ
- Triggering AI Teammates
- AI Teammates templates
- AI Teammate Skills
- How to create or discover an AI Teammate
- Connect Salesforce to AI Teammates with a custom MCP app
- Connect Databricks custom apps to Asana AI Teammates
- Managing your AI Teammates Add-On Licenses
- Create custom MCP apps for AI Teammates
- AI Teammates
- Connect and manage apps for AI Teammates and Dash
- Understanding access control, memories, integrations, and approvals for AI Teammates
- Words to workflows in AI Studio
- AI Studio FAQ
- AI Studio Plus
- An admin's guide to AI Studio
- How the Use AI variable works
- Troubleshooting in AI Studio
- AI Studio - Human in the loop
- Introduction to Asana AI Studio
- Work smarter with Asana AI
- Connect your Smart workflow with the right data sources
- Writing instructions in AI Studio
- How to structure a prompt in AI Studio
- AI Studio pre-built AI rules
- AI Studio credit optimization
- AI Studio models
- AI Studio add-on and pricing
- Create Smart workflows with AI Studio
- How to configure ticket statuses
- AI-suggested articles in your knowledge base
- How to configure queue categories and custom fields
- Customizing AI response and routing guidance
- Set up a knowledge base in Asana Service Management
- Using email intake to create tickets in Asana Service Management
- Customizing queue automations in Asana Service Management
- Configuring SLAs and work schedules
No articles found for this topic.
No articles found for this topic.
Customizing queue automations in Asana Service Management
Asana Service Management provides supported automations that help you route tickets, follow up with submitters, and alert agents when a ticket needs attention. Queue admins can configure these settings for each queue using focused controls.
Related articles:
- An admin’s guide to Asana Service Management
- Understanding your queue: How tickets are assigned and managed
- Queue and ticket permissions
- Configuring SLAs and work schedules
- How to configure queue categories and custom fields
Customize ticket assignment
Turn on Auto-assignment for a queue to route tickets automatically. Asana uses round-robin assignment across eligible queue members. Agents marked as out of office in their Asana profile are skipped.
To route specific work, configure assignment by category. Map a category value, such as Hardware or Payroll, to an agent. When a ticket matches that category, Asana assigns it to the mapped agent.
Configure submitter follow-ups and auto-close
Tickets in the Waiting on requester status category can auto-close after seven days without activity.
You can choose whether follow-up notifications are sent for tickets waiting on the requester. You can configure the timing and number of follow-ups.
Set ticket alerts and escalation contacts
Add one or more queue members as escalation contacts for a queue. Escalation contacts are notified when a ticket breaches, is about to breach its SLA or remains inactive beyond the configured threshold. The agent assigned to the ticket can also be alerted.
Alerts are added as private comments with mentions. These internal alerts are not visible to the submitter.
Alerts apply to open and in progress tickets. They do not apply to tickets that are on hold, waiting on the submitter, or resolved.
Use supported automation templates
Queue automations use supported templates with focused, editable inputs. This approach gives admins useful flexibility while keeping ticket behavior and reporting consistent across queues.
Queue-specific fields, category options, and ticket statuses are configured separately from automation settings. These automations do not provide a general-purpose builder for arbitrary branching workflows.
Related articles
- How to configure ticket statuses
- AI-suggested articles in your knowledge base
- How to configure queue categories and custom fields
- Customizing AI response and routing guidance
- Set up a knowledge base in Asana Service Management
- Managing workspaces
- IP allowlisting in Asana
- Individual project permissions
- Asana AI customization
- Capacity planning
