IT helpdesk

For IT problems you can’t resolve by “just turning it on and off,” you need a simple way to report issues. But sometimes it’s hard to find a solution that’s powerful enough for your IT team, but easy for everyone to use. Using Asana for IT requests makes it simple for anyone to report issues, and for IT teams to quickly resolve them.

How to create an IT helpdesk project

  1. Create a project and name it “IT helpdesk.” Make sure it’s a public project on a public team so anyone can find it when they need IT help.
    • Depending on how you’d like to view the project, you can choose list or board layout.
    • For sensitive IT issues, you can create a private project that only the IT team can see.
  2. Assign a Project Owner, like a team lead or coordinator. As new tasks get added for IT requests, they can assign them to the appropriate teammate. Or, IT team members can assign tasks as they come in.
    • Add members of the IT team as project members. That way, they will get notified of new tasks so nothing slips through the cracks.
  3. Organize your project by IT request type or teammate. You can use sections or columns.
  4. To create IT helpdesk requests, anyone in your organization can simply create a task in the project. You can also use an example task if certain information always needs to be included. Requesters simply need to duplicate the task when making a new request.
    • Once a request is in, make sure it gets assigned to a teammate, and give a start and due date so the requester knows when they can expect a solution, and so the IT teammate can budget the right amount of time to work on it.
  5. Assign subtasks to the issue reporter throughout the troubleshooting process. Steps to fix the problem will be clear and you’ll have a troubleshooting history.
  6. Use task comments to easily communicate back and forth, all within the same task.

Create an IT helpdesk project in Asana

Tips for managing your IT helpdesk project

Submit IT requests with webforms

You can create a custom webform with Wufoo or Google Forms to capture all the information you need for a new IT request. Once filled out, the form’s fields will automatically sync to a task in your request project in Asana—you can even map fields on the webform to your custom fields in the project. That way, requesters know what details are needed to get the request in motion, and no time is wasted going back and forth to clarify the request.

Use the Slack integration to keep track of new helpdesk requests

You likely get helpdesk requests from all directions, and they’re easy to lose track of. Luckily, with Asana for Slack, you can make conversations actionable by turning messages into Asana tasks. You can even add the task to your IT helpdesk project and take task actions right from Slack. That way, nothing slips through the cracks, but you can move quickly on requests.

Track more details with custom fields

Save time going back and forth by adding custom fields to the project. With custom fields, you can track even more information about each request, and have teammates fill them out before submitting it. You could have fields for priority, time sensitivity, request type, and more.

Use custom fields in your IT helpdesk Asana project

How to add custom fields

Add custom fields to your IT request project by clicking the blue Add Custom Fields link at the top of the project. From here you can create and manage your custom fields according to what information you need to track.

Custom field creation in Asana by clicking the blue link at the top of the project

Use IT custom fields in other projects

For other projects that involve IT (like setting up A/V for presentations or new hire onboarding) you can add custom fields to make it clear what’s needed at a glance. For example, at Asana, whenever we have a presentation, we use color-coded custom fields so our IT team can quickly see where they’re needed (or not).

Use custom colored custom fields so IT teammates know when and where they’re needed

Use due times and set recurring tasks

For requests that are time sensitive, you can use due times to make sure that any issues are resolved before presentations, demos, or leaving for company travel. Select a time by clicking the due date of a task and selecting Add a Due Time.

If a certain task needs to be repeated at a regular interval, you can set it as recurring to make sure you never miss an account renewal or monthly ordering cycle again.

Set due times and recurring tasks in Asana for work that needs to happen by certain a certain time

Store tasks in multiple projects

It’s common that an IT request feeds into larger IT work and initiatives. Instead of making two separate tasks, you can store tasks in multiple projects to track the work in both projects. Work won’t get duplicated, and you can see the right information in the right context.

For example, your IT team might have a private project tracking loaner computers. If a new request to borrow a computer comes in, you can store the task in IT requests and the loaner computer project, but keep the rest of the loaner project private.

Use forms for new hire workstation setup

Get new employees off to a smooth start by using Asana to help set up their workstation. Before they start, have them fill out a Google Form with their IT needs and preferences. Once submitted, you can forward the information directly into Asana as a new task in your IT request project—no copying and pasting required.

Don’t just troubleshoot—problem solve by running your IT helpdesk with Asana.

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Asana Lessons

Learn the Asana basics in less than 15 minutes with these quick lessons

Tasks

Tasks Lessons

Track all of your work

3 Minutes

My Tasks

My Tasks Lessons

Always know what to do next

3 Minutes

Projects

Projects Lessons

Work with teammates

3 Minutes

Inbox

Inbox Lessons

Communicate even faster

3 Minutes

You can use tasks to track, collaborate on, and organize all your work.

Tasks can be to-dos, ideas, notes, or reminders.

Assign a task to yourself or a teammate.

Press Tab+M to quickly assign a task to yourself.

Add a due date so your deadline is clear.

Add instructions and expectations in the task description field.

Type @ to link to other tasks, people, conversations, or projects.

When you @mention someone, they’ll be added to your task as a follower.

Followers get notified when new comments or attachments are added.

Add anyone who needs to stay up to date on your task as a follower.

They can always unfollow to stop getting notifications on your task.

Add comments to ask questions or give followers updates.

Heart a comment to let followers know you’ve seen it.

Add relevant files or irrelevant GIFs as attachments.

You can also attach directly from Dropbox, Google Drive, or Box.

Create subtasks to break your task into smaller steps.

When you’ve added a subtask, press enter to add another.

Subtasks can contain all the same details as regular tasks.

Click the comment bubble to add comments or attachments to a subtask.

You can create tasks from any screen using your top bar.

Every Task has a unique URL to easily copy and share.

Congrats! Looks like you’re up to the task.

On to the next lesson!

Always know what to do next with My Tasks.

My Tasks is a list of every task assigned to you.

It makes managing your work simple.

Click on your My Tasks list and start typing to add tasks.

Like a text document, add a new line for each new task or paste in any list.

Forward to x@mail.asana.com to turn your emails into tasks

Asana will translate your email into a task, including your attachments.

New tasks will appear at the top of your list in New Tasks.

Tasks you add to My Tasks are private to you.

Click Make Public to share them with your team.

Prioritize tasks as Today, Upcoming, or Later.

Click on the blue dot next to the task, to quickly sort it.

Mark the tasks you’ll have time for Today.

Teammates can view your My Tasks list to see what you’re up to.

They’ll only see tasks you’ve made public or shared in a project (more on projects later).

Mark tasks due within a week as Upcoming so you can see what will be due soon.

On its due date, your task will move from Upcoming to Today.

Just like magic.

Mark tasks due in more than a week for Later.

They’ll be out of your way until their due date approaches.

Your tasks will move from Later to Upcoming a week before they’re due.

Keep My Tasks prioritized to always know what to work on and what’s coming next.

Now you know how to track and plan your work!

Next, learn how to work with your team in Asana.

Work together on groups of tasks with projects.

Projects help you track and organize the steps in a process or initiative.

Like an event plan, product launch, or editorial calendar.

Like My Tasks, simply click and type to add tasks to your project.

If you have your steps in a document or email already, paste in that list.

Add tasks to your project from email.

View your project’s unique email address from the project dropdown menu.

Add your tasks to other related projects.

Tasks can be included in multiple projects.

Add sections to organize tasks in a list project.

Type : at the end of any task title to make it a section.

Or, add columns to organize tasks in a boards project.

Drag and drop tasks between or within columns to reorder.

Assign your tasks and set due dates.

Never miss a deadline with your project calendar.

Drag and drop tasks on your calendar to change their due dates.

Add everyone who needs to stay updated on your project as members.

Project members will get notified of new conversations, statuses, and tasks.

Post conversations to make announcements or start discussions.

Your post will be sent to all project members.

Use Progress to see how your project is moving forward.

Set a project status to update your team on how it’s going.

The Project Owner will be reminded to set a status once a week.

Open and organize projects from your sidebar.

Favorite projects to pin them to the top of your sidebar.

Click the star button on the left of your project name to favorite it.

Create new projects from any screen using your top bar.

Now you can move projects forward with your team.

Just one more lesson before you dive in.

Communicate and coordinate faster with Inbox.

Check Inbox to quickly read and respond to your latest updates.

Inbox will notify you when you have a task due…

and when teammates update tasks, conversations, and projects you follow.

Open and respond to updates without leaving Inbox.

Click an update and you’ll have all the context you need to respond.

Archive updates you’re ready to dismiss.

Click the X that appears on the right of an update to archive it.

Open Archive to move dismissed updates back to your Inbox.

Click the arrow that appears on the right of an archived update to move it back to Inbox.

Unfollow tasks or projects to stop receiving updates about them.

In the end, you have control over the updates you receive (or choose not to receive)

When you’re ready, you can turn Asana’s Email notifications off.

Most communication with your team can be more easily managed from Inbox. Just remember to check it often.

Congratulations! Now you’re ready to have a great work day with Asana.