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11. Asana integration with Zenvia Customer Cloud
3 min
Created by Leonora Alves on 10/24/2024 10:04 AM
Updated by Leonora Alves on 10/24/2024 10:22 AM

The integration of Asana with Zenvia Customer Cloud allows you to create support tickets directly from your conversations, turning your communication channels into efficient customer service and support centers.

With this app, you can:

  • Create tickets directly from conversations on WhatsApp, Facebook Messenger, or Instagram.
  • View and post comments on tickets.
  • Receive notifications about ticket updates created via Zenvia Customer Cloud.
  • Consult the history of created tickets and view their details.

How to install Asana on Zenvia Customer Cloud

  1. From the sidebar menu, go to Sales > Integrations.

  2. Click the Add button in the bottom right corner.

  3. Select Asana.

  4. Select the group or user to assign the app to and click Install.

  5. Click Connect and log in to your Asana account.

  6. Refresh your browser to apply the changes.

  7. In the Advanced Settings screen, choose which Asana notifications you want to receive:

  • Notify the agent who created the ticket when:
    • A ticket is created or updated.
    • The ticket status changes.
    • A new comment is added.
  • Notify all agents in the group when:
    • A ticket is marked "Hot" (urgent).
  • Notify managers when:
    • A ticket is created or updated.
    • A ticket is marked "Hot" (urgent).

  1. Click Enabled and then Save to activate the integration.

How to use Asana in Zenvia Customer Cloud

To create a ticket:

  1. Go to the desired conversation in Commercial Service > Service Inbox. Click the conversation options button with the contact , located to the left of the typing area.
    Asana-integration.gif

  2. Select the Asana app. A screen with the ticket history will open.

  3. Click Create New to start a new ticket.

  4. Fill in the ticket details, such as:

    • Title and description.

    • Choose a label (cold, warm, hot) according to the priority.

    • Select a list to add the ticket to.

    • Optionally, share ticket information with the customer or assign the ticket to a colleague.

  5. Press Create Ticket to finish.

Once created, the ticket will appear in the history, where you can view and respond to comments made by your colleagues.