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
- 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.
- 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.
- Organize your project by IT request type or teammate. You can use sections or columns.
- 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.
- 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.
- Use task comments to easily communicate back and forth, all within the same task.
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.
You can sort projects by custom field to help you visualize priorities more easily, and take action faster by grouping things how you need to.
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.
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 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.
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.