Using and managing IT assets in ticket workflows


IT assets are things, such as hardware and software, that IT teams need to procure, allocate, refresh, and retire over time. Within Zendeskassetsare the records for each asset type. The information captured varies by asset type and is defined by admins.


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IT assets are things, such as hardware and software, that IT teams need to procure,
allocate, refresh, and retire over time. Within Zendesk assets are the records
for each asset type. The information captured varies by asset type and is defined by
admins.
Individual assets can be assigned and viewed by agents. Additionally, admins can create
new asset records and modify details of existing assets.
This article contains the following topics:
Assigning IT assets in tickets
Viewing an asset's details from a ticket
Performing asset management actions from a ticket


Related articles:
Turning on IT asset management in
Zendesk
Creating and configuring asset types in Admin
Center




Assigning IT assets in tickets

When a support or service request is related to an asset, agents can use the context
panel to assign an asset to users and organizations.

To assign an asset from the context panel in a ticket
In Zendesk Support, open a
ticket.
In the ticket, click the IT asset management icon ( ) in the right sidebar.
(Optional) In the Assets panel, select the user or organization for which you
want to assign assets. The default value is the ticket requester.

Click Assign asset.
Click All assets or the name of a specific asset type.
Select an available asset and click Select.
Select the asset's Status.
Click Assign.






Viewing an asset's details from a ticket

Agents can see a summary of key information about assigned assets in the IT asset
management view in the context panel. An agent can open an asset's details directly
if they need to learn more about an asset already assigned or are considering
assigning it to the selected user or organization.
The data tracked for each asset is defined by admins through a combination of the
global asset fields (including the standard asset fields), asset type custom
fields, and asset type custom fields inherited from parent asset types. The fields
within an asset record are organized based on their origin.

To open an asset's details from a ticket
In a ticket, click the Asset Management icon ( ) in the right sidebar to open the context
panel.
(Optional) Select the user or organization for which you want to view
assigned assets. The default value is the ticket requester.

Beneath the asset you want to view more information about, click View
record. This opens the asset record's details in a new tab. The
asset details are read-only for agents.






Performing asset management actions from a ticket

In addition to assigning assets and viewing asset details within the ticket
interface, admins and agents in custom roles with permission can also initiate certain
asset management action flows without leaving the Agent Workspace.

To initiate an asset management action from a ticket
In a ticket, click the Asset Management icon ( ) in the right sidebar to open the context
panel.
(Optional) In the Assets panel, select the user or organization for which
you want to manage assets. The default value is the ticket
requester.

Next to the device you need to perform an action on, click the options menu
( ), select Run action flow, and
then select one of the following options:
Lock device
Restart device
Unassign device
Erase device


Note: The available actions are determined by the external services
connected to action builder, such as Jamf Pro and Microsoft Intune. If
neither of these services are connected, the only action flow option
available is Unassign device.

If locking a device through Jamf Pro, when prompted, enter a pin that can be
used to unlock the device. Save the pin securely. It isn't automatically
recorded in Jamf Pro or Zendesk.

In the confirmation dialog, click Start action. After the action
begins it can't be stopped. You'll receive a pop-up confirmation
notification when the action completes.





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