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Import knowledge from Google Drive into Asana Service Management

In This Article

Who can use this feature?
EnterpriseEnterprise+

Visit our pricing page for more information.

Sync folders from Google Drive to your knowledge base so you can keep managing content where it already lives. Asana shows a read-only copy of your files and updates it when changes sync from Google Drive, so there is no need to maintain the same content in two places. By default, only knowledge base admins can connect and manage sources.

How syncing works

Syncing works in one direction, from Google Drive to Asana. To update a synced article, edit the file in Google Drive, and the change comes through the next time the folder syncs.

Supported document types

Most document formats are supported and can be used by Service AI to help resolve tickets. Supported types include Google native Docs, as well as PDF, docx, and txt files. 

Images, video, and audio files, such as png, jpg, MP4, or MP3, are not supported and will be skipped during sync. Everything else in the folder syncs normally.

Connect a Google Drive folder

Only knowledge base admins can sync a folder from Google Drive. Every document in the folder becomes an article, so choose a folder that holds only content you’re comfortable sharing with everyone who has access to the knowledge base. 

  1. Navigate to the Knowledge base landing page.
  2. Click the drop-down arrow next to + Add folder, then select Sync from Google Drive.
  3. Click Connect to Google Drive to allow Asana to access your files.
  4. Choose the folder you want to sync.
  5. Click Sync.

A synced folder holds synced content only, so you can’t add native Asana articles to it afterward.

Manage an existing connection

To manage your connected sources, click Manage to open the Manage knowledge base pane. 

From here, you can view all synced folders and refresh the sync or remove the folders.

Resolve sync errors

A sync pauses when Asana loses access to your Google Drive folder, such as when your Google sign-in expires, access is revoked, or folder permissions change. You’ll see a Reconnect required prompt in the Manage knowledge base pane. Click Reconnect and sign in to Google again to restart the sync.

Permissions

Only knowledge base admins can connect Google Drive and manage or remove synced folders. To see how to configure knowledge base admin roles via the admin console, see Control queue and knowledge base creation with RBAC.

Folder creators can invite more users to become admins or editors of the folder. Folder admins and editors can manage synced content within the specific folders they have access to, but cannot connect sources or change sync settings at the knowledge base level.

Google Drive permissions don’t carry over to Asana. Anyone with access to the knowledge base can view and search synced articles, even if they can’t open the original file in Google Drive.

FAQs

Can I edit a synced article from Asana? 

No. To make a change, edit the file in Google Drive. The update will come through on the next sync.

What happens to suggested edits on synced articles? 

Suggestions are still surfaced in Asana, but to apply them you need to make the edit in Google Drive. Select Edit in Google Drive to open the file and make your changes there.

What happens if I disconnect a source? 

The connection is removed and syncing stops, but any articles that were already synced remain in your knowledge base as static, read-only content.

Can I sync only part of a folder? 

Syncing applies to the entire folder you connect. You cannot sync a subset of a folder's contents.

What happens if the person who set up a sync leaves the organization? 

Another knowledge base admin will need to reconnect the source to keep it syncing. Contact your admin team to arrange this.

 

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Import knowledge from Google Drive into Asana Service Management | Asana Help Center