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How to submit a request through the Asana Service portal

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Who can use this add-on?
EnterpriseEnterprise+

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Use the service portal to submit and track requests for your company’s service team.

The portal gives you a few ways to get help. You can chat with Service AI, submit a ticket directly, or continue from chat to a ticket if Service AI cannot resolve your issue. If your IT team has enabled it, you can also submit requests through Slack or email.

Submit a request

Chat with Service AI

If you are not sure whether your issue needs a ticket, start with Service AI. Describe what you need help with, and the Service AI will look in your company’s knowledge base for an answer.

If Service AI finds a helpful answer with enough confidence, it will respond directly in the chat. You can confirm that the answer solved your issue or indicate that it did not.

Submit a ticket directly

If you already know which team you need help from, you can skip the chat and submit a ticket through the intake form.

Continue from chat to a ticket

If Service AI cannot resolve your issue, you can ask to speak to a team member.

Use Slack or email, if available

Some teams also let you submit requests through Slack or email. When those channels are enabled, the request is created the same way and can still be tracked in My Requests. Service AI and queue member responses will appear in the same email or Slack thread.

Note iconNote

My requests is available if you have a requester license.

Solving your request

Service AI first tries to resolve the request using only the authorized company knowledge base. It does not use historical ticket data or the web, outside of any designated websites allowed by an admin.

If the Service AI cannot resolve the request, it becomes a ticket and routes to the right team based on the routing guidance your admin configured. An assigned queue member then reviews the request, may ask follow-up questions in comments, and updates the ticket as they work.

Track your request

After submitting, go to My Requests in the employee portal to check the status of your ticket. You can see whether it is Open, In Progress, Waiting on requester, On hold or Resolved, along with any comments from the team member handling it.

If you submitted a ticket through email or Slack, you will receive notifications through those channels when your ticket is updated, so you do not need to check the portal manually.

Note iconNote

Available if you have an Asana account or created a login to submit a request.

Add information to an open ticket

If the team member asks for more detail, or if you forgot to include something, reply to the ticket directly. You can add a comment or attach a file from the ticket view in the portal, or reply to the email notification you received.

Reopen a closed ticket

You cannot reopen closed tickets. If your issue returns after a ticket is resolved, you can add a comment to the closed ticket or submit a new request through the portal.

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How to submit a request through the Asana Service portal | Asana Help Center