Connect Freshdesk tickets to Asana tasks (new or existing), and see updates in both systems!
Asana Connect helps in bringing together your Freshdesk and Asana teams, providing you with the functionality to create Asana tasks from Freshdesk tickets, or link tickets to existing tasks. After linking, replies and comments made in a Freshdesk ticket will be pushed to Asana, and vice versa! The app can also push ticket status updates to linked Asana tasks via comments.
Creating Asana tasks from Asana Connect lets you choose a team and a project for the to-be-created task, set assignee and due date, and even fill out custom fields - all right from the app!
IMPORTANT: We strongly recommend you to create a bot user in Asana and use his credentials to authorize the app. This approach lets you configure what teams, projects and tasks are visible in the app (and to Freshdesk agents), and ensures that changes made in Asana (such as created tasks and comments) will have an appropriate author, eliminating any confusion.
After installing the app, you will be prompted to authorize the app in Asana. Use your bot user credentials (which we recommend), or just authorize the app from any user. Be careful: the app will see all tasks, teams and projects that the authorized user sees!
After authorizing in Asana you will be directed to the app installation page. Provide your Freshdesk domain name and API key (preferably from someone with admin access), and choose an Asana workspace/organization the app will work with. You can also prevent certain updates from being pushed by using the corresponding checkboxes.
After the first installation you can open the app settings again to customize the app text. If you want to translate the app to a different language, or simply change some of the text in the app, you can do it by clicking the "Customize app text" button and providing custom text for any piece of text used in the app. It's as simple as that!
You can find the installed app in the right sidebar of the ticket details page. From there, you can create (and automatically link) a new task from a Freshdesk ticket, or link the ticket to an existing task by searching for it in your Asana workspace/organization. After linking, all new notes and replies, as well as status update changes will be automatically pushed to Asana. Comments on Asana tasks will also be added to the ticket as private notes once every 5 minutes. If you need to see an update right away, you can use the "Manual update" button in the app. If you wish to stop pushing and receiving updates, just click the "Unlink task" button.