Card #2357 · Asana Apps & Integrations
Lack of native two-way email ticketing for external users
Merchants struggle to use Asana as a helpdesk because it lacks efficient two-way email communication and restricts task creation via email to paid seats. This forces teams to either build complex third-party workarounds or manage a split-brain system across Asana and email inboxes.
Pain score
0.45/ 1.00 · weighted product of four components
Reach0.50distinct authors (log-normalized)
Recency0.71freshness decay, half-life months
Engagement0.05upvotes + comments, normalized
Monetization1.00willingness-to-pay cues in evidence
§ Evidence — 3 verified quotes
When the email finally becomes a task, you cannot reply directly to the requester. Worse: If they send a follow-up, the system creates duplicates.
The problem we are having is the ability for View-Only users to create tasks via email; enterprise licenses can do it, but not View-Only. It is cost prohibitive for us to license all users in the org for this only feature.
Since Asana does not allow for ticket creation from email for View-Only we now have a split-brain support system where we have to monitor the mailbox and work requests outside of Asana.
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