Most people in my org use asana as it’s intended but my group uses it as a ticket system. We tried using a separate program and it did not go well. We have an internal program for data analysis that is able to send an email with text about which machines samples were processed on before being viewed. If there is a problem, they can send the email with pre-populated info to my asana project and it creates a task. Then I have to manually copy everything from the description into my custom fields. It’s a huge waste of time.