How to Manage Tickets Right from Asana Comments

Welcome! This documentation will guide you through managing and responding to user requests without ever leaving your Asana workspace. By using simple text commands directly inside task comments, you can communicate with submitters, close tickets, and reopen them seamlessly.

Step 1: Receiving Form Submissions as Asana Tasks

Whenever a user submits a request through your Hipporello portal, the submission is automatically captured and synced to Asana.

• A new task is instantly created in your designated Asana project.

• The task title automatically reflects the incoming request, making it easy to track on your board.

Step 2: Reviewing the Ticket Details

Click on the newly generated task to open it. Inside the task's comment section, you will see the complete activity log of the ticket.

• Hipporello automatically sends a confirmation message to the user, letting them know their request was received.

• This automated message and the unique ticket ID (e.g., Request-1) are logged directly in the Asana comments for your team's visibility.

Step 3: Replying to the Submitter

You don't need to switch to an email inbox. You can respond directly to the user straight from the Asana comment box.

1. Navigate to the comment box at the bottom of the task.

2. Type #reply followed by a space and your message.

Example: #reply Hi! Sure! We'll reach out to you within 3 days with some questions to get to know you and your brand.

• Once you post the comment, Hipporello sends the message to the submitter and logs the action as "Agent Requested Info".

Step 4: Closing the Ticket

When an issue has been resolved or the request is completed, you can close the ticket directly via a quick comment.

• Type #close in the comment box and submit.

• The status of the ticket will immediately be set to closed.

• An automated closing message will be sent to the user informing them that their request has been successfully completed.

Step 5: Reopening a Ticket

If a closed ticket requires further attention or the user follows up, reopening it is just as simple.

• Type #reopen in the comment box.

• The ticket status will change back to open, notifying everyone involved that the request is active again.