Core Asana is built for project and work management. Asana Service is purpose-built for service teams — it adds a structured intake layer, AI-powered ticket resolution, a self-learning knowledge base, and SLA management on top of the Asana Work Graph®. It's a separate product with its own pricing, not a feature inside your existing Asana plan.

Employees can submit requests through Slack, email, or the Asana portal. All three channels feed into the same system, so your service team works from one queue regardless of where the request came from.

Routing is automatic and based on intent. Asana Service reads the request, determines which team should handle it, and assigns it accordingly — without someone manually triaging each ticket.

If a request requires cross-functional work or can't be resolved through standard ticket handling, Asana Service converts it into an Asana project with all the original context preserved. No copy-paste, no lost information.

Every time a ticket is resolved, Asana Service can turn that resolution into a reusable knowledge article automatically. Over time, the knowledge base grows from your team's actual resolutions, so the AI gets better at handling similar requests without human intervention.

SLA timers are built into the ticket workflow. Teams can set response and resolution targets by request type, and Asana Service Management tracks compliance automatically.

Slack and the Asana portal are confirmed intake channels at launch, along with email. Microsoft Teams integration is not confirmed — check with your account team for the current integration roadmap.