Asana in Zendesk

Contents

• Installation
• Usage

• Create a new Asana task
• Link an existing Asana task
• Unlinking a task
• Commenting on a task
• Changing Asana user
• Changing Zendesk user

• Pricing

Installation

1. Visit the Zendesk Marketplace and install the 'Asana in Zendesk' app

As part of the install flow you will be asked to authorize the app to access your Zendesk and Asana accounts. We only ask for permissions strictly needed for the app functionality.

2. First you will be asked to authorize the app’s access to your Zendesk account:

3. After clicking “Authorize” you will be redirected to Asana and asked to grant permission for “Asana in Zendesk (thackd.com)” to access your Asana account:

4. After clicking “Allow” you will be redirected to the Zendesk Marketplace and shown instructions on how to use Asana in Zendesk.

5. Go back to Zendesk Support and while looking at a ticket, open the apps sidebar on the right and locate Asana by Thackd:

If you have any issues with the above, please contact us at: support@thackd.com

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Usage

The app gives you 2 main options when viewing a ticket in Zendesk:

1. Create a new Asana task
2. Link an existing Asana task

You can also unlink tasks and comment on tasks that you have created or linked from the ticket.

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1. Create a new Asana task

This will create a new task on the specified project in Asana and link the Zendesk ticket and task. It will also post a link to the task in a note on the Zendesk ticket and a link to the Zendesk ticket on the Asana task.

Additionally, any notes posted on the Asana task or changes in its status will be posted as notes on the Zendesk ticket.

1. Select “Create a new task”:

2. Search for the Asana project you wish to create the new task in by entering the full or partial project name into the text box and clicking the button:

3. Select the project from the list of results:

4. Specify a namefor your task. Optionally also add a description and assign it to user in Asana. Finally, click “Create Asana task”:

5. A task will be created in the linked Asana account and a note is added to the Zendesk ticket with a link to the task. The note is not visible to the customer.

The next time you visit the ticket you will also see a link to the task in the sidebar under “Linked tasks”:

In the task description in Asana will be the description you entered plus the user who created it, information about the user and company associated with the ticket the task was created from:

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2. Link an existing Asana task

This will link the Zendesk ticket you are looking at to an existing Asana task, post a link to the task in a note on the Zendesk ticket and a link to, and details of, the Zendesk ticket on the Asana task.

Additionally, any notes posted on the Asana task or changes in its status will be posted as notes on the Zendesk ticket. You will also be able to post comments on the Asana task from the Zendesk ticket.

1. Select “Link task”:

2. Search for a task by full or partial name e.g. “user creation bug”:

and select it from the results:

3. The task and ticket are now linked.

The next time you visit the ticket the task name will be listed under “Linked tasks” in the Asana in Zendesk sidebar app.

Linked tasks are shown on the ticket in the right panel. You may need to refresh the ticket before it appears.

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Unlinking a task

The links between a Zendesk ticket and an Asana task can be removed if you no longer want updates on the Asana task to be posted to the Zendesk ticket.

1. Go to the relevant ticket in Zendesk Support

2. In the Asana in Zendesk sidebar app, find the task you want to unlink in the “Linked tasks” list and click it

3. Click "Unlink" in the task view:

4. A confirmation screen is shown. You may need to refresh the Zendesk ticket for the linked task to disappear from the “Linked tasks” list.

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Commenting on a task

You can post comments on an Asana task from the Zendesk ticket. This avoids your agents needing to access Asana to reply to questions on the Asana task or to add further information to the task.

1. Go to the relevant ticket in Zendesk Support

2. In the Asana in Zendesk sidebar app, find the task you want to comment on in the “Linked tasks” list and click it

3. Click "Post comment" in the task view:

4. Enter your comment and click "Post comment"

The comment will be posted to the Asana task including the details of the Zendesk user who posted it:

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Changing Asana user

You may want to change the Asana user the app uses to create tasks to use a more generic user or one with different permissions. To do so:

1. Ensure you are logged in to Asana with the user you want to use for the app

2. In the Zendesk sidebar app, go to the “Settings” menu:

3. In Settings, click “Reauthorize Asana access” and follow the prompts ensuring the correct Asana user and workspace are selected.

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Changing Zendesk user

You may want to change the Zendesk user the app uses to create tasks to use a more generic user, to be notified of new notes on tickets, or to use one with different permissions. To do so:

1. While logged in as the Zendesk user that installed the app, go to the Admin center, click "Apps and integrations" and "Zendesk Support apps"

2. Find the Asana by Thackd App and select it

3. Click “Uninstall”

4. Log in to Zendesk as the new user

5. Go back to the Zendesk Marketplace and reinstall Asana in Zendesk

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Pricing

All features of Asana in Zendesk are currently free to use.

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