Announcing organization-based asset management in IT Asset Management

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<td><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
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<td>July 28, 2026</td>
<td>July 28, 2026</td>
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</table></figure><p><br>Zendesk is introducing organization-based asset targeting in the ticket's Asset Management side panel to help agents manage shared and departmental assets directly from ticket workflows.</p><p>This article includes the following sections:</p><ul>
<li data-list-item-id="ed204c562b4ac16f3cc019e4dfc529e4e"><a href="#h_01KYAVR75WKD0D9TQQ887DBAGZ">What's changing?</a></li>
<li data-list-item-id="eb1f56e94a496f6eb41c0a1e045e641f8"><a href="#h_01KYAVR75WJCYP7V4EN7JBCW9F">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e2b550eaf825d319462bdb892eb41f741"><a href="#h_01KYAVR75WV2C4H61BFGWWFRBS">What do I need to do?</a></li>
</ul><h2 id="h_01KYAVR75WKD0D9TQQ887DBAGZ">What is changing?</h2><p>The Asset Management side panel in tickets now includes a target selector, allowing agents to switch context from the ticket requester to an organization.</p><p>When viewing a ticket, agents can click the target selector and search for an organization. The side panel refreshes to display all assets currently assigned to that organization. Agents can then assign or unassign assets to the organization using the same panel actions they already use for individual users.</p><p>For full usage details, see <a href="https://support.zendesk.com/hc/en-us/articles/9817279885466-Using-and-managing-IT-assets-in-ticket-workflows">Using and managing IT assets in ticket workflows</a>.</p><h2 id="h_01KYAVR75WJCYP7V4EN7JBCW9F">Why is Zendesk making this change?</h2><p>Zendesk built the Asset Management panel to help IT teams manage their asset inventory within the support workflow. Previously, the asset side panel only showed assets tied to the individual ticket requester, leaving a gap for customers managing shared hardware pools, or any asset assigned at the organization level rather than to an individual user.</p><p>These improvements are designed to help IT agents:</p><ul>
<li data-list-item-id="e049064f9bec8186bbd48c8269ecc8c74">Quickly view all assets assigned to an organization without leaving the ticket</li>
<li data-list-item-id="e32822320757a106ee605c4b6a09b8c86">Assign and unassign organization-level assets in the same workflow they already use for individual users</li>
<li data-list-item-id="eaab67f5b993c560efc43f844f7d3eef9">Reduce context-switching when handling shared asset requests or departmental IT tickets</li>
</ul><h2 id="h_01KYAVR75WV2C4H61BFGWWFRBS">What do I need to do?</h2><p>No action is required. The organization target selector will be available automatically for all accounts with IT Asset Management enabled starting July 28, 2026. Visit the <a href="https://support.zendesk.com/hc/en-us/community/topics">Zendesk Community</a> or contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850">Zendesk Customer Support</a> with any questions.</p>