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Topics
- You’ve been invited to Asana; now what?
- Navigating Asana
- 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
- 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
- How to invite team members to Asana
- 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 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
- Custom fields
- Task dependencies
- Auto-shifting dates for dependent tasks
- Approvals
- Formula custom fields
- Conditions and branching in rules
- Time tracking in Asana
- Dependency types
- Filtering and sorting custom fields
- Manual rule triggers
- Custom field types and limitations
- 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
- How to export all time entry data from Asana as CSV via API
- Task Templates
- Forms
- Status updates templates
- Project templates
- Rules integrations for cloud storage and file sharing
- Sharing a form
- 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
- Jira Data Center
- Enabling permissions for Asana-built and Microsoft 365 integrations
- Salesforce in Asana integration
- 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
- Slack and Asana
- 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
- Microsoft Single Sign-On
- Microsoft Teams and Asana integration
- Asana for Jira Cloud
- Outlook Calendar and Asana
- Zoom meetings in Asana
- Calendars and Asana
- Chat with Asana in Slack channels
- Slack comment sync in Asana
- Weighted goals
- Viewing and filtering your goals
- Asana Goals FAQ
- Goals privacy and sharing
- Progress, status, and connecting work to goals
- Goal types and templates
- 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
- 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
- Read-only links
- Task permissions
- Custom field access levels
- Team sharing
- Forms access permissions
- Editor access level
- Sharing and limiting access to teams
- Project permissions
- Individual 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
- Project progress and status updates
- Workload
- Capacity planning
- 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
- 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
- Setting up Asana roles in Microsoft Entra ID with SCIM
- Managing password settings in the admin console
- IP allowlisting in Asana
- Role-based access control (RBAC) with custom roles
- Claiming admin permissions on work items
- Provisioning and deprovisioning users with SCIM
- Authentication and access management options for paid plans
- Asana IP address ranges and hostnames
- eDiscovery Resource Center
- Multi-org deployment
- Mandatory two-factor authentication
- Enterprise Key Management (EKM)
- Asana Japan Data Center
- Asana EU Data Centre
- HIPAA Compliance
- Asana and Global Trade Compliance
- How to access the admin console
- Privacy and security
- Two-factor authentication
- Accounts
- Setting up Asana roles in Okta with SCIM
- Setting SAML group mapping for licenses
- Multiple accounts and merging
- Data retention policy
- Asana account email policy
- Delete your Asana account
- SAML group mapping and SCIM interaction
- Access and permissions
- Compliance management add-on
- FedRAMP Compliance
- Global authentication settings
- Automatic guest removal
- How to separate Asana accounts
- SecureAuth for Enterprise Organizations
- Profile field editability controls
- Data Residency for Asana
- Admin security controls
- Setting up Licensing Division ID with SCIM
- Asana compliance settings
- App management and integrations
- Permissions management add-on
- Cross-App Access
- Admin and super admin roles in Asana
- Mobile apps security permissions
- Service accounts
- Managing members and teams in a division
- A guide to divisions in Asana
- 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
- Managing members in an organization
- Managing workspaces
- Understanding workspaces
- Divisions in paid organizations
- Your Asana account
- Introducing Asana Gov
- Advanced division management
- 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
- View only
- Asana Personal Plan details
- Learn about Asana Legacy Enterprise features
- Divisions
- Asana for nonprofits
- Modify your Asana plan
- Manage your growing Asana subscription
- Asana subscriptions and pricing
- Pricing and purchases
- Learn about Asana Advanced features
- Learn about Asana Business features
- Learn about Asana Starter features
- Learn about Asana Premium features
- 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
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- Triggering AI Teammates
- AI Teammates templates
- AI Teammate Skills
- Understanding access control, memories, integrations, and approvals for AI Teammates
- AI Teammates
- How to create or discover an AI Teammate
- Connect Salesforce to AI Teammates with a custom MCP app
- Create custom MCP apps for AI Teammates
- Connect Databricks custom apps to Asana AI Teammates
- Managing your AI Teammates Add-On Licenses
- Words to workflows in AI Studio
- AI Studio FAQ
- AI Studio Plus
- AI Studio add-on and pricing
- 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
- AI Studio models
- Writing instructions in AI Studio
- How to structure a prompt in AI Studio
- Create Smart workflows with AI Studio
- AI Studio pre-built AI rules
- AI Studio credit optimization
Queue and ticket permissions
In This Article
In Asana Service Management, queue members can have one of two access levels: Queue Admin or Editor. These roles determine what people can do in the queue itself and on the tickets it contains.
Requesters (employees who submit requests) can still view and update their own tickets, and they do not need to have membership of the queue. All queues within an organization are private, so only added members can see a queue and all of its tickets.
Queue permissions
The table below outlines what each role can do.
|
Action |
Queue Admin |
Editor |
Submitter or ticket collaborator |
|---|---|---|---|
|
Configure queue details (name, description) |
✓ |
✗ |
✗ |
|
Manage intake channels (form, Slack, email) |
✓ |
✗ |
✗ |
|
Configure SLA policies and working hours |
✓ |
✗ |
✗ |
|
Modify category options and custom fields |
✓ |
✗ |
✗ |
|
Add or remove agents from queue |
✓ |
✗ |
✗ |
|
View all tickets in queue |
✓ |
✓ |
✗ |
|
Claim and assign tickets |
✓ |
✓ |
✗ |
|
Update ticket fields (status, priority, category) |
✓ |
✓ |
✗ |
|
Add public comments |
✓ |
✓ |
own tickets only |
|
Add private (agent-only) comments |
✓ |
✓ |
✗ |
|
Transfer ticket to another queue |
✓ |
✓ |
✗ |
|
View SLA timers |
✓ |
✓ |
✗ |
|
View own submitted tickets |
✓ |
✓ |
✓ |
Things to know
Queue Admins and Editors can transfer tickets to any queue, even if they are not members of that queue. They will not get access to the new queue, but will retain access to the ticket if they are a collaborator.
Requesters can add comments to their own tickets, including closed tickets, but they cannot view other employees’ tickets or agent-only fields like SLA timers.
Tickets and comments cannot be deleted by agents, admins, or through the API.
Related articles
- How Service notes work on tickets
- Control queue and knowledge base creation with RBAC
- Managing your AI Teammates Add-On Licenses
- Set up a knowledge base in Asana Service Management
- Customizing AI response and routing guidance
- Configuring SLAs and work schedules
- How to configure queue categories and custom fields
