Asana app for Hiver

Connect Asana with Hiver to turn customer-reported issues, requests, and other follow-ups into actionable tasks for your product and engineering teams. Support teams can keep each Asana task tied to the conversation, monitor its progress, and keep the customer informed without piecing together updates from different tools.

With the app, your team can:

Create Asana tasks directly from customer conversations that require follow-up.
Follow ownership, due dates, and progress alongside the customer conversation.
Link and update Asana task details directly from customer conversations.
Set default values for fields that rarely change so your team can create tasks faster.
Automatically create Asana tasks using Hiver Automations.

This guide covers how admins can set up the app and how team members can create, link, and manage Asana tasks from customer conversations.

Prerequisites

Before setting up the Asana app, make sure you have:

Admin access in Hiver.
An Asana account with admin rights in your Asana workspace.

Setting up the Asana app

1. Go to Admin Panel → Integrations → Apps.

2. Find and select Asana.

3. Review the app capabilities and click Start setup.

4. Select Click to authenticate.

5. In the new tab that opens, sign in to your Asana account. Once you’re signed in, return to Hiver.

6. Choose the Shared Inboxes where you want Asana data to appear and select the roles that should see the Asana card. Once done, click Save and enable.

7. Once enabled, go back to Apps and select Asana to configure its settings.

Choose what data should be visible in Hiver

Next, choose which fields your team can see in Hiver and which fields they can fill in when creating Asana tasks.

1. Go to Visibility and click the Configure fields icon.

2. You can choose any default or custom field created in your Asana workspace. Switch between the Standard fields and Custom fields tabs to select from each set.

3. For each field, select:

View to show the field on the right panel in Hiver.
Create to make the field available when creating Asana tasks from Hiver.

Note: People and References type fields in Asana are view-only in Hiver and can't be filled in when creating a task.

4. Click Save.

Pre-fill Asana fields

Set default values for Asana fields that don’t usually change across tasks. These values are filled in automatically and can be edited before the task is created. To do this:

1. Click Pre-fill fields.

2. For each field, enter a value. You can add your own text or Hiver variables like {{subject}}, {{private_permalink}}, {{email_body}}, and {{conversation_summary}}.

3. Click Save.

Managing advanced settings

Quick Access

Quick Access adds an Asana shortcut at the top of a conversation.

If an Asana task is already linked to the conversation, the shortcut opens the task in the Apps tab.
If no task is linked, the shortcut lets your team create one.

To enable it, turn on Quick Access under Advanced settings.

Note: Quick Access can only be active for one app at a time. To disable it for Asana, you can toggle Quick Access off.

User level authentication

By default, Asana tasks created or updated from Hiver are recorded under the admin who set up the app.

Turn on User level authentication to let each team member connect their own Asana account. Once connected, tasks they create or update from Hiver will be recorded under their own name.

Using the Asana app

1. Create an Asana task

When a customer request requires follow-up from another team, you can create an Asana task directly from the conversation. Hiver links the task to the conversation so your team can track the work without losing the customer context.

To create a task:

1. Open Asana from the right panel. If you don't see it, click the three-dot menu and select Asana.

2. Click Create new object.

3. Enter the task details, such as the task name, project, section, assignee, due date, and description.

Note:

If your admin has set up pre-filled fields, some values may already be filled in. You can edit them before creating the task.
Only custom fields enabled under Configure fields in the Visibility tab will appear in the form.

4. Click Create.

The task is created and appears in the right panel. From the linked card in Hiver, use the link to open the task directly in Asana.

2. Update a linked Asana task

Once a task is linked to a conversation, its details appear in the Asana card in the right panel. You can check details like the task name, project, section, assignee, due date, and status without leaving Hiver.

To update a task:

1. Click the Edit icon.

2. Change the required fields and click Update to save them to Asana.

3. Refresh task details in Hiver

When a task is updated directly in Asana, click the refresh icon in the Asana card to load its latest details in Hiver.

4. Link an existing Asana task

If a customer request is already being tracked in Asana, you can link the existing task instead of creating a new one. To link a conversation to an existing task:

1. Click the Link existing object icon.

2. Select Task in Asana.

3. Enter the task's URL or ID under Object ID/Link, and click Show preview to verify the task details.

4. Click Link to link the task.

The linked task appears in the right panel, where your team can view and update it from the conversation.

To unlink a task from a conversation, click the Unlink icon and confirm.

Note: Unlinking removes the connection between the Asana task and the Hiver conversation. It doesn’t delete or change the item in Asana.

When an Asana task is created or linked from Hiver, Hiver adds a link to the related conversation in the task's Description field. This link can be used to access the customer conversation in Hiver for faster context.

Note: To open the conversation, an Asana user needs to be signed in to Hiver.

Automating Asana actions from Hiver

You can automate task creation for conversations that meet specific triggers and conditions you define. For example, you can create an Asana task whenever a new conversation arrives in a Shared Inbox from a specific domain or when a conversation is tagged as “bug” or “feature request”.

To set up an Asana Automation:

1. Create an Automation with the trigger and conditions you need.

2. Add an action, choose Asana from the Apps list, and select Task in Asana.