Ticket management system, powered by Asana Service Management
Requests to your IT, HR, facilities, and legal teams pile up each week: password resets, software access, time-off questions, a desk that needs moving. Asana Service Management is a single internal ticketing system, and Service AI resolves more than half of routine requests before your team looks at them. When a request becomes cross-functional work, one click turns it into an Asana project, preserving every detail.
Why internal service breaks down without a system
Requests arrive everywhere and pile up
With no single front door, requests land in Slack DMs and hallway conversations. An access request scrolls out of view, and a new hire can't log in for two days. Meanwhile, the backlog keeps growing.
No automation—humans handle even the routine stuff
The same routine requests come in every day, and your team answers each one by hand. Those answers belong in a knowledge base. Instead, they eat the hours your team needs for bigger projects, and you end up paying experts to repeat themselves.
No SLAs, no visibility, no data
Without an internal ticketing system, you can't tell who owns a request or whether it's past its SLA, and fixes disappear with old Slack threads. When leadership asks for resolution times, you have no numbers to show and no baseline to improve on.
This is what Asana Service Management fixes.
How Asana Service Management works as a ticket management system
Asana Service Management follows each request from the first message to the final fix. Here's what happens at each step.
One front door for every request
Your ticketing system catches every request, no matter where an employee asks. Requesters can message in Slack, send an email, or submit a form through the Service portal. Each request lands in one queue with its full history attached, and your team never has to hunt through channels to find what's open.
Service AI resolves routine requests automatically
More than half of routine requests never reach your queue. Service AI answers questions and completes common tasks on its own, using a knowledge base that learns from every request your team resolves. Each resolved request makes the next one easier to automate. And your specialists get those hours back for bigger projects.
Route, track, and hit SLAs on the rest
When a request needs a person, it becomes a ticket and goes to the right team, with an SLA timer already running. Your team works each ticket through to resolution while IT operations dashboards track how many requests Service AI resolved and how quickly people handled the rest. When leadership asks how service is going, your internal ticketing system has the answer.
Connect service work to the projects behind it
Some requests outgrow the queue. An onboarding or an office move, for instance, can pull in people from three different teams. Right from the request, you can turn it into an Asana project with the original details and conversation attached. Service work and project work stay in one place, and nobody has to manually copy context between tools.
One service platform for IT, HR, and facilities
![[Teams] IT (share image)](https://assets.asana.biz/transform/f37d20ef-979d-48d9-a855-df0bd9cbc601/WEB-PNG-teams-it-hero-1x1-en_us?io=transform:fill,width:2560&format=webp)
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Simplified IT request management
Access requests and password resets flood IT every day, often through a legacy tool that's expensive to run and that employees avoid. With Asana Service Management, Service AI resolves the routine IT Requests right in Slack and email, and the rest reach the right technician with SLA tracking. Your team clears its IT ticketing system backlog and finally gets to the infrastructure projects it's been pushing to next quarter.
Sophos' corporate marketing team cut request delivery time by 70%
![[Case Study] Sophos (Share Image)](https://assets.asana.biz/transform/3c9c76a9-4fcf-487f-ab22-86addecb7d90/card-sophos-asana-customer?io=transform:fill,width:1120&format=webp)
With Asana, we've cut down our delivery SLA for event requests by 70%.Dawn Jensen
Global Senior Program Marketing Manager, Sophos
Bring every internal request into one system
Service AI clears the routine questions overnight, right in Slack and email. By morning, anything that needs a human is waiting with the right person, SLA clock ticking. Big jobs like an onboarding? Your team can spin those into an Asana project in seconds. Employees stop waiting on answers, and your service team finally has time for the projects it was hired to do.
Frequently asked questions about ticket management systems
A ticket management system collects incoming requests in one place and tracks each one through to resolution. Internal systems handle requests from employees, like a laptop repair or a benefits question, while help desks usually serve outside customers. Asana Service Management is an internal ticketing system where Service AI resolves routine requests automatically and your team tracks the rest against SLAs.
Asana Service Management is an AI-native enterprise service management platform for internal teams like IT, HR, facilities, and legal. Service AI resolves routine requests wherever employees ask for help, and Asana Service routes the rest to the right team with SLA tracking. You can turn requests that need cross-functional work into Asana projects right from the queue.
Yes, you can use Asana as a ticketing system in two ways. Asana Service Management is a comprehensive internal ticketing system with built-in Service AI and SLA tracking. Smaller teams can start with the free ticket-tracking template, which sets up a simple request queue in Asana within minutes. For general intake that doesn't need SLAs, see work request tracking.
Most software companies use "help desks" for external customer support, with agents responding to customers via a support portal. An internal ticket management system handles requests between employees, like access to a new app or a broken badge reader. Asana Service Management is built for internal service and works alongside your customer-support tools.
Service AI resolves more than 50% of routine requests before a person gets involved. It answers questions from a self-learning knowledge base and handles common tasks like password resets and access requests. That rate climbs over time because the knowledge base learns from every request your team resolves.
No, Asana Service Management is for internal, employee-facing services across teams such as IT, HR, facilities, and legal. If your team supports external customers, a dedicated customer support tool is a better fit. Asana integrates with many of them, including Zendesk and Freshdesk.
Yes. Employees can ask for help and get answers right in Slack or email, or submit a request through the Service portal. Asana also connects with the other apps your teams use every day through its 200+ integrations.
Our sales team sets up every Asana Service Management rollout, starting with a demo built around your own requests. Pricing depends on the number of agents on your team and how many requests Service AI resolves. Small teams can start today with the free ticket-tracking template.