Announcing enhancements to managing assets in the context panel

Announced on | Rollout starts
July 6, 2026 | July 6, 2026

Zendesk is pleased to introduce the ability to select users and organizations within the IT asset panel in the Agent Workspace.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Until now, the IT asset panel in the Agent Workspace only displayed information about assets that were associated with the ticket requester or unassigned. Now, agents can select the user for which they are viewing assigned assets and act on those assets without having to navigate to a different ticket or to the IT Assets page itself.

Within the IT assets side panel, all assign and unassign actions apply to the selected user.

For more information, see Using and managing IT assets in ticket workflows.

Why is Zendesk making this change?

This update builds on the existing asset side panel experience and is designed to give agents the flexibility to manage assets without being constrained by who submitted the ticket. This removes the disruptive need to change the ticket's requester in order to inspect assets for different users while working to solve a ticket. This improvement provides the following benefits:

Agents can now view and manage assets for any user linked to an account.

Agents can handle tickets submitted on behalf of another user without changing the requester.

Reduce extra steps when managing multi-user asset scenarios.

Work more efficiently within the existing asset side panel.

What do I need to do?

No action is required. This change is available to all plans with IT asset management.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.