Ticket system with Asana Forms: let people submit and follow requests by email

Use an Asana project as a ticket system: people submit requests through a form, get updates by email, and reply by email — without ever opening Asana. Asana calls this "email communication with form submitters" or "request tracking", and it's a built-in feature.
How the flow worksThe submitter fills in your project's form — a simple web page; no Asana account or app is needed to fill it in.
Asana creates a task in your project from the submission, and the submitter gets a confirmation email with a record of the submission.
Your team works the ticket in Asana. Comments on the task stay internal by default — the submitter doesn't see those comments.
When you want to update the submitter , you write a comment and tick the "Send response to submitter" checkbox. That comment lands in the submitter's email inbox.
The submitter just replies to the email. The reply appears in Asana as a comment on the task — attachments work in both directions.
The result: your team gets one organized queue with all context in one place, and the submitter keeps working from the mailbox.
Setting it upOpen the project that should receive the tickets, go to the Customize menu and click Forms to create or edit a form (see Asana helpcenter:  Asana forms: how to create and use them  ).
In the form's Settings tab, set the form access to Organization only .
Toggle on Receive email replies (submitter replies become task comments).
Toggle on Send email replies (your checked comments go out as email).
The two toggles work independently, so you can also run a one-way channel (e.g. send updates out but not accept replies). Note that once these toggles are on, the form's email question is locked — Asana uses it to capture the submitter's verified address. For screenshots of these exact settings and the email flow, see Asana helpcenter:  Email communication with form submitters  .
Who can submit tickets?Submitters don't need an Asana license, but they can't be complete strangers either. They must either:
have an email address on your organization's domain (e.g. colleagues without an Asana license), or
be invited to your Asana organization as a guest — which is free on paid Asana plans and a one-time step.
So for external partners: invite the guest once, and from then on the guest can submit and follow tickets purely by email (see Asana helpcenter:  Guests FAQ  and  Invite people from within a project  ).
Automating the boring partsAsana rules plug directly into this feature (see the rules section of Asana helpcenter:  Email communication with form submitters  ):
Trigger on submitter activity — e.g. "when a comment is received from the form submitter → move the task back to 'In progress'" so replies never go unnoticed.
Send emails automatically — e.g. "when the task is completed → send an email to the form submitter", personalized with variables like the task name. This gives you the classic "your ticket has been resolved" mail without anyone remembering to send it.
Good to knowAvailable on Asana Starter, Advanced, Enterprise and Enterprise+ plans (not on the free Personal plan, and not for organizations with HIPAA compliance enabled).
Nothing goes out by accident: only comments with the "Send response to submitter" box ticked reach the submitter. Everything else stays internal — ideal for discussing a ticket freely before replying.
The optional "add as collaborator" form setting only applies to submitters who already have an Asana account; submitters without one are reached via the email checkbox instead.
Submitters can only reply and read what you send them. The submitter can't see the task itself, its status, or other fields — if the submitter should collaborate more actively or have more visibility, see the companion article  Collaborating in Asana by email: working with people who don't open Asana  .
Curious how a full helpdesk project is structured around a form? See Asana helpcenter:  IT help desk use case guide  .
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