Announcing the IT asset management EAP

Phase | Announced on | Rollout starts | Rollout ends
Phase 1 | November 5, 2025 | November 5, 2025 | November 10, 2025
Phase 2 | February 25, 2026 | February 25, 2026 | March 3, 2026
Phase 3 | April 14, 2026 | April 14, 2026 | April 14, 2026

Zendesk is excited to announce a new early access program (EAP) for IT asset management in Zendesk.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

IT asset management (ITAM) in Zendesk makes it possible for your internal service teams to track, monitor, and manage assets in the same platform they use to resolve tickets. That means faster resolutions, smarter lifecycle management, and no more asset blind spots.

Phase 1 - Tracking and using asset data in Zendesk

This EAP introduces a single, unified place to track critical device details such as status, who it's assigned to, location, warranty information, and related ticket history. More specifically, EAP participants will have access to:

Asset tracking and inventory management: Maintain a comprehensive, real-time inventory of all hardware assets, including location, status, and ownership details.

Seamless ticketing integration: Incorporate asset and employee data into ticket workflows.

Lifecycle management: Manage assets from acquisition to disposal, including deployment, maintenance, upgrades, and decommissioning processes.

Phase 2 - Synchronizing asset data between Zendesk and third-party systems

This release includes several enhancements that make it easier, faster, and more reliable to manage your assets in Zendesk:

ITAM action flow templates to automatically synchronize asset data from Jamf Pro and Microsoft Intune in Zendesk to keep your asset inventory data up to date.

Tip: These templates are for the EAP only. You'll need to manually migrate to the new and improved data synching templates when IT asset management becomes generally available.

Custom role permissions for granular control over access to viewing, managing, and assigning assets in Zendesk.

More flexible asset field management so that asset fields can be reused across multiple asset types.

Ability to add images to asset types, making it easier to identify asset types at a glance.

Overall, these changes reduce the amount of manual effort required to manage assets in Zendesk, while also providing clearer governance and cleaner asset data.

Phase 3 - Enhancing the experience of managing IT assets in Zendesk

This release includes several enhancements that give team members more flexibility in the asset data they manage in Zendesk and improve the agent experience of interacting with assets in tickets:

Attachments on asset records extend the types of data and amount of data you can store in Zendesk for individual asset records.

Ability for admins to mark custom asset fields as required. When an asset field is marked as required, records of all asset types that include the field must have a value in that field when the record is created or updated.

Customizable field list in context panel gives admins more control over the fields that are displayed to agents when viewing the asset management cards in the context panel.

Enhanced filtering in the context panel makes it easier than ever for agents to find asset records within the context panel.

Why is Zendesk making this change?

Zendesk knows that every employee support request is more than just a ticket. Often, they tie back to the technology employees rely on to do their jobs. When those devices fail or need attention, the lack of visibility slows down resolution times and drives unnecessary back-and-forth between teams.

By integrating IT assets directly into agent workflows, Zendesk makes it possible for IT teams to resolve issues faster, more easily, and provide a more personalized support experience through extra context about devices associated with every request.

What do I need to do?

To participate in the ITAM EAP, turn on the feature in Admin Center and accept the terms and conditions. Then you can start creating and configuring your assets in Zendesk and integrating them into your ticket workflows.

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.