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How do I get support from Asana?

In This Article

The Asana Help Center offers educational resources to help you learn how to use Asana along with the tools to get help from our support team.

Our knowledge base offers access to a wealth of support topics and FAQs. This option allows you to find quick and efficient solutions tailored to your needs.

If you still need help, you can contact a member of our support team via the Asana Support Chatbot, located in the bottom-right corner of the Help Center homepage.

Learn more about both options below. 

Asana Help Center

Quickly find answers to your questions

The Asana Help Center is your comprehensive resource for up-to-date information about using Asana. It offers concise, easy-to-navigate articles, tutorials, best practices, and useful tips. Whether you need guidance on basic features or advanced integrations, the Help Center is your go-to knowledge base and is a great first resource for any burning questions or quick fixes.

Key features

  • Skimmable articles with visuals and tips. Quickly grasp anything from the basics to the most complex features.
  • In-depth guidance and instructions. Find detailed explanations and step-by-step guides to Asana's features.
  • Enhance proficiency and productivity. Discover insights for setting up projects, assigning work, tracking progress, and collaborating with team members.
  • Explore advanced features and integrations to unlock the full potential of Asana.

Contact Asana Support

Request help from an agent via support case

You can contact the Asana support team through our Asana Support chatbot, which can be found at the bottom-right of the Help Center homepage. This method allows us to collect more information about your issue and effectively place your ticket with the team best equipped to assist you.

Creating a support case through the Asana Support chatbot

  • Visit the Help Center homepage.

  • Click the chat icon in the bottom-right corner to open the Asana Support chatbot.

  • Briefly describe your issue in the chat window.

  • If the suggested Help Center articles do not resolve your issue, click Yes when asked, "Would you like support for this question?" to submit a ticket.

  • Enter your first and last name, email address, and any additional details about the issue.

  • The chatbot will attempt to identify the nature of your request; you can approve the selected topic or decline it and choose the topic from a list. General topics appear first, then more specific ones (e.g., Logging in > Password verification link).

  • Provide any other relevant details and attach files like screenshots if they would be helpful.

  • The chatbot will confirm that your request has been received. You'll also receive an email at the address you provided. When logged in, you can view your newly opened case in the Asana Customer Portal.

Asana Support chatbot troubleshooting and FAQs 

If you experience any issues while using the Asana Support chatbot, please follow the instructions and troubleshooting steps below: 

  1. Ensure you are using Chrome, Edge, or Safari.

  2. Disable any ad blockers or extensions that may be causing the issue.

  3. Use the chatbot from an incognito window.

  4. Clear your browser cache and cookies

  5. Try using the chatbot from another corporate device.

  6. Try using the chatbot from your personal computer, tablet, or phone.

If the issue persists, please review the following sections for additional help.

If the Asana Support chatbot appears blank

Users experiencing this issue are often using company issued devices. If you open the chatbot and see a blank chat screen, please attempt the following steps and work with your internal IT team to resolve the device issue.

 

  • Extensions can block the site:
    • Add the Asana Help Center to the list of allowed sites for your ad-blocker or other blocking extensions.
    • Disable ad-blocker or other blocking extensions.
  • Copy the Help Center URL from 'https' through '.com' and open your browser settings, choose Privacy and security and add ‘https://asana.my.site.com/ESWAsanaWebMessagingHe1725744965620’ as a trusted site.
  • Contact your Firewall, Security, or Network team:
    • Request for your team to whitelist this domain: *.salesforce-scrt.com.
    • Request they check any security software installed on your corporate device that could be blocking the chatbot.
    • Ask them to verify that the company is not filtering out network traffic related to the chatbot and help site.
      • The most common issue is the 'sse' event being blocked (status = pending), which means the server isn't retrieving any of the chat events (messages, etc.)

If the Asana Support chatbot fails to create a case or an error occurs

  1. Attempt to re-create the support case. 

  2. Clear your browser cache and cookies.

  3. Restart your browser and the Asana support chatbot.

  4. Attempt to re-create the case one more time.

  5. Attempt case creation via a different browser.

  6. Attempt case creation in incognito mode.

Languages the Asana Support chatbot speaks

The Asana Support chatbot speaks multiple languages. If you would like to switch languages during your conversation, simply type your next message in your chosen language and the chatbot will recognise and respond to you in the appropriate language. English is the default language at the beginning of each conversation.

The list of languages the chatbot supports are:

English, Chinese (Traditional), Korean, Japanese, Indonesian, German, Dutch, Spanish, French, Italian, Polish, Portuguese, and Swedish.

Ask questions in the Asana Forum

The Asana Forum lets Asana users and experts connect, share ideas, and help each other thrive. To start, post a new topic to ask a question, share a use case, or start a new discussion.

From the Asana Forum home page:

  1. Click + New Topic on the right hand corner
  2. Add a title for the discussion
  3. Select a category for your topic
  4. Choose tags that might relate to your topic. This will help other people in the Asana Forum find and reply to your topic
  5. Provide details or context in the body
  6. Click Create Topic when you're ready

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How do I get support from Asana?