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What is Asana Service Management?

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Who can use this add-on?
EnterpriseEnterprise+

Visit our pricing page for more information.

Asana Service Management is an AI-native service management platform built for IT, HR, facilities, legal, and other internal support teams. It gives your team one place to receive, triage, and resolve employee requests, whether those requests come in through email, Slack, forms, or a web portal.

What it does

Asana Service Management centralizes request intake across Slack, email, forms, and an employee portal into unified queues. It uses AI to resolve routine L0 and L1 questions by searching your team's knowledge base. When a request needs a person, it routes the work to a team member with the full context intact.

Asana Service Management also connects service work to the rest of Asana. If a request becomes a larger piece of work, you can convert it to a project without losing context.

How it connects to Asana

Asana Service Management is built on the Asana Work Graph. Requests, projects, owners, and outcomes stay connected end to end.

That connection helps teams route and resolve service work without losing context, and it makes it easier to carry that context into follow-on work when a request grows into a project.

How to navigate the Service mode interface

When you open Asana Service Management as a member, you move into Service mode in the sidebar. It is a dedicated workspace that sits apart from Asana's standard project view.

My tickets shows the requests assigned to you and ones you are collaborating on, which makes it your primary work view. 

Queue view shows all unassigned requests, tickets assigned to you, SLA urgent requests, all requests, unresolved, and resolved requests. 

Knowledge base shows the knowledge base for each queue.

Suggestions surfaces AI-generated suggestions when Asana detects a gap in your knowledge base. For example, if the same topic appears in multiple unresolved requests and there is no article for it yet, suggestions can help knowledge base authors and admins fill that gap.

Member view and requester view

Service mode has two distinct views. In Member view, your current queue is highlighted in the left nav and you can edit member-controlled fields on requests, including status, priority, category, and assignee.

In Requester view, the left nav shows only the Asana Service portal and My requests. In this view, member fields are read-only or hidden from requesters, and SLA data is not visible.

 

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What is Asana Service Management | Asana Help Center