Announcing the general availability of IT asset management

Announced on | Rollout on
May 11, 2026 | May 11, 2026

Zendesk is excited to announce the general availability of IT asset management (ITAM).

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 in Zendesk provides a unified place to track, monitor, and manage critical technology assets within the same platform used to resolve service requests and tickets related to assets. Within Zendesk, you can now track device details such as status, assignment, location, and warranty information, and integrate this data directly into your ticket workflows to give agents access to relevant asset data without leaving the ticket.

Beginning May 11, 2026, ITAM functionality for up to 500 asset records per account is included for Zendesk Suite Growth plans and above. If you need more than 500 asset records, you can contact Zendesk Customer Service or your sales representative to purchase asset pack add-ons.

Grace periods

Accounts will receive the following grace periods:

May 25, 2026: New accounts who turn on ITAM can create unlimited asset records until this date without accruing retro-active charges. Beginning on this date, you will retain all existing assets for free, but must purchase asset pack add-ons to add any new asset records in excess of 500.

June 8, 2026: EAP participants who activated the templated data sync action flows must migrate to the new and improved versions of the templated action flows by this date.

November 11, 2026: Until this date, EAP participants can create an unlimited number of asset records for free. Beginning on this date, EAP participants will retain all existing assets for free, but must purchase asset pack add-ons to add any new asset records in excess of 500.

Why is Zendesk making this change?

Zendesk is bringing IT asset management into Zendesk Support to eliminate hardware as a blind spot. Previously, managing IT assets was often a fragmented experience, forcing agents to switch between tools and dig through spreadsheets to understand an employee's tech stack.

By providing a unified experience for service and asset data, Zendesk is enabling teams to:

Speed up issue resolution. Agents have built-in context for a device's assignment and status within tickets, eliminating the need to chase down details across disconnected systems.

Improve lifecycle management. Organizations can track assets from acquisition to disposal in real-time, ensuring up-to-date inventories and proactive planning for device end-of-life.

Strengthen security and compliance. Integrated tracking ensures clear assignment records and audit trails, while allowing agents with permission to run remote actions like locking and erasing compromised devices directly from the Agent Workspace.

What do I need to do?

IT asset management is being rolled out to Zendesk Suite Growth plans and above.

To get started, you can turn on the feature in Admin Center, define your asset types, and import your asset data. Additionally, if you have managed your assets in Jamf Pro or Microsoft Intune, you can configure daily data sync action flows to ensure consistency in Zendesk.

After you have asset records in Zendesk, train your agents on how to use IT assets in 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.