Use a different project tracking product - Asana is not it
What do you like best about the product?
Now that you ask, I don’t know that I like anything . The ability to nest and organize tasks. But so many features are buggy or broken or workers helpful and then duscontinued
What do you dislike about the product?
My experience with Asanas support team has been nothing short of appalling due to their incompetence, unprofessionalism, and outright dishonesty.
I accidentally deleted a task from my Asana project and contacted support within an hour to request recovery. Despite my urgent follow-ups including multiple reminders that tasks become permanently unrecoverable after 30 days I didnt hear back for over a month and a half from the date of the ticket. By the time someone finally responded, the task had long been lost due to their complete lack of urgency.
When I finally received a response, I was told the task had been recovered and could be found in my account. I wasted a significant amount of time searching through every folder and project, only to find that it was nowhere to be found. When I informed support of this, they simply stopped responding.
Months later, when I contacted support about a separate issue (which I was lucky enough to get a competent representative, and this issue was handled quickly and efficiently), I brought up this past incident. That is when I learned the truth: the representative who replied to me in September had already determined that the task wasnt recoverable, yet they lied and told me it had been restored. Not only did they fail to act within their own 30-day policy, but they misled me into searching for something that didnt exist.
When I escalated the issue, it somehow got even worse. The person handling the escalation asked me to copy and paste the entire thread into a new message as if they didnt have access to the very ticket they were assigned to handle. Even after I confirmed the ticket number multiple times, they claimed they couldnt access it. Why is that my responsibility? Its their ticketing system. They have the case history. They should be able to look it up themselves.
On top of that, I received countless automated messages from their chat support bot asking for more details. But when I asked what details were needed, I got the same robotic response again and again. It was a never-ending loop of nonsense.
The correct way to handle this situation would have been simple: acknowledge the mistake, take responsibility, and be honest. Instead of lying and wasting my time, they should have admitted their failure and some form of resolution. Even a small gesture of accountability would have made a difference. Instead, I was met with silence and dishonesty.
Luckily, this only affected my personal account and not a team project, but I refuse to take that risk again. Ive since pulled my team off their pro account. If youre considering using Asana for critical work, think twice because if something goes wrong, their support team is the last place youll find actual help.
I accidentally deleted a task from my Asana project and contacted support within an hour to request recovery. Despite my urgent follow-ups including multiple reminders that tasks become permanently unrecoverable after 30 days I didnt hear back for over a month and a half from the date of the ticket. By the time someone finally responded, the task had long been lost due to their complete lack of urgency.
When I finally received a response, I was told the task had been recovered and could be found in my account. I wasted a significant amount of time searching through every folder and project, only to find that it was nowhere to be found. When I informed support of this, they simply stopped responding.
Months later, when I contacted support about a separate issue (which I was lucky enough to get a competent representative, and this issue was handled quickly and efficiently), I brought up this past incident. That is when I learned the truth: the representative who replied to me in September had already determined that the task wasnt recoverable, yet they lied and told me it had been restored. Not only did they fail to act within their own 30-day policy, but they misled me into searching for something that didnt exist.
When I escalated the issue, it somehow got even worse. The person handling the escalation asked me to copy and paste the entire thread into a new message as if they didnt have access to the very ticket they were assigned to handle. Even after I confirmed the ticket number multiple times, they claimed they couldnt access it. Why is that my responsibility? Its their ticketing system. They have the case history. They should be able to look it up themselves.
On top of that, I received countless automated messages from their chat support bot asking for more details. But when I asked what details were needed, I got the same robotic response again and again. It was a never-ending loop of nonsense.
The correct way to handle this situation would have been simple: acknowledge the mistake, take responsibility, and be honest. Instead of lying and wasting my time, they should have admitted their failure and some form of resolution. Even a small gesture of accountability would have made a difference. Instead, I was met with silence and dishonesty.
Luckily, this only affected my personal account and not a team project, but I refuse to take that risk again. Ive since pulled my team off their pro account. If youre considering using Asana for critical work, think twice because if something goes wrong, their support team is the last place youll find actual help.
What problems is the product solving and how is that benefiting you?
It does what any project tracking software does - allow you to organize and assign tasks
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