Announcing the ability to integrate IT asset management with the service catalog

Announced on | Rollout on
December 3, 2025 | December 3, 2025

Zendesk is excited to announce the ability to integrate the IT asset management EAP functionality into your service catalog.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Zendesk admins now have the ability to directly link to IT assets in service catalog forms through two new asset request types:

Requesting a new asset: A service catalog item can now be configured to request a new IT asset of a specific asset type, such as a Macbook Pro 16-inch, or a general category of asset, such as a laptop.

Requesting help with an existing asset: A service catalog item can be configured to have an asset lookup relationship field that is filtered to display only assets currently assigned to the user, making it easy for them to select the exact item they need help with.

This integration simplifies processes for both employees submitting service requests and for IT teams receiving those requests. Specifically, the service catalog provides an intuitive and easy-to-use way to manage all of their asset-related needs. In turn, agents receive service requests will more complete context, associated with the specific asset, which increases efficiency and reduces resolution time.

Why is Zendesk making this change?

Zendesk understands the importance of fully integrating IT assets into employee service workflows. These new options in the service catalog surface assets to employees and streamline agent workflows.

What do I need to do?

This feature is available to all accounts with access to the service catalog. To get started, turn on the IT asset management EAP and then add or update service catalog items to use these new options.

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.