Understanding and turning on IT asset management in Zendesk

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<p id="docs-hc-snippet" style="display: none;">IT asset management (ITAM) is the process of managing IT assets through their lifecycle, designed specifically for employee services. By managing your IT assets in Zendesk, you can ensure agents have access to view and manage the latest asset data without having to switch tools.</p>
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<p id="docs-ai-summary-content">Enable IT asset management to manage IT assets throughout their lifecycle, providing agents with access to the latest asset data. When activated, you can create and manage asset types, fields, and locations, with limits on the number of each. Monitor usage through the Asset overview page. For more information, explore related resources on configuring asset types and using assets in ticket workflows.</p>
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<p class="p">IT asset management (ITAM) is the process of managing IT assets through their lifecycle,
designed specifically for employee services. By managing your IT assets in Zendesk, you
can ensure agents have access to view and manage the latest asset data without having to
switch tools.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_vx4_clb_bhc__ul_plz_f4b_bhc">
<li class="li"><a class="xref" href="#topic_fgd_z2c_bhc">Understanding assets and how they work</a></li>
<li class="li"><a class="xref" href="#topic_qc5_lpb_bhc">Turning IT asset management on</a></li>
<li class="li"><a class="xref" href="#topic_lzh_rpb_bhc">Turning off IT asset management</a></li>
<li class="li"><a class="xref" href="#topic_fcq_b5b_bhc">Related resources</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fgd_z2c_bhc">
<h2 class="title topictitle2" id="ariaid-title2">Understanding assets and how they work</h2>
<div class="body">
<div class="p">IT asset management in Zendesk is composed of the following parts:<ul class="ul" id="topic_fgd_z2c_bhc__ul_tyc_lff_fjc">
<li class="li">
<strong class="ph b">Asset type</strong>: Asset types define the different types of assets you
manage. Each asset type becomes an object in Zendesk. In addition to the
standard asset types defined by Zendesk, admins can create custom asset
types. Each asset type definition consists of standard and custom fields
that describe the data you need to store for this type of asset. This could
be anything from text and drop-down fields to relationship fields that
define how the asset type is related to object objects in your Zendesk
account.<p class="p">To save you the effort of recreating the same fields for many
asset types, they're created with a hierarchical structure that makes it
possible for child asset types to inherit the parent asset type's
fields. For example, Zendesk predefines a Hardware asset type with three
predefined children asset types: Mobile, Desktop, and Laptop. The
children asset types' records automatically have all of the Hardware
fields.</p>
<p class="p"><img class="image" id="topic_fgd_z2c_bhc__image_omc_3fg_bhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/itam_asset_type_hierarchy.png" width="500"></p>
</li>
<li class="li">
<strong class="ph b">Assets</strong>: Also referred to as asset records. An asset is a physical or
digital thing that you procure, allocate, maintain, and retire. For IT
teams, assets are often hardware, such as laptops and monitors, and software
licenses.<p class="p">After an asset type is created and configured with fields,
admins can use the data importer to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10631445339930" target="_blank">bulk import</a> their asset data,
and agents can view and manage the asset records in Zendesk
Support.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_vry_h4b_bhc">
<h3 class="title topictitle3" id="ariaid-title3">Considerations for managing IT assets in Zendesk</h3>
<div class="body">
<div class="p">The following limits apply:<ul class="ul" id="topic_vry_h4b_bhc__ul_xyw_t5f_bhc">
<li class="li">You can create a maximum of 50 asset types.</li>
<li class="li">You can have up to 100 asset fields, counting standard and custom
fields.</li>
<li class="li">You can add up to 1 million assets and locations.</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> If you used the EAP action flow templates for Jamf Pro or Microsoft
Intune, you must <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">deactivate or delete</a> the EAP
action flows and replace them with the new data sync templated action flows
by June 8, 2026.</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_qc5_lpb_bhc">
<h2 class="title topictitle2" id="ariaid-title4">Turning IT asset management on</h2>
<div class="body">
<div class="p">To manage IT assets in Zendesk, you must turn on the feature. When you turn on IT
asset management for the first time, the following changes occur in your account:<ul class="ul" id="topic_qc5_lpb_bhc__ul_n33_4gg_bhc">
<li class="li">The Asset types, Asset fields, and Asset Locations pages are added to Admin
Center.</li>
<li class="li">Four predefined asset types are created: Hardware, Mobile, Desktop, and
Laptop. The name and asset type for <em class="ph i">Hardware</em> can't be changed, and
the asset can't be deleted. However, <em class="ph i">Mobile</em>, <em class="ph i">Desktop</em>, and
<em class="ph i">Laptop</em> can be edited or deleted as needed.</li>
<li class="li">Standard asset fields are created. These can't be edited or deleted.</li>
<li class="li">Two ticket lookup relationship fields are created, but they aren't
automatically added to your ticket forms. One with Asset as the target
object in which you'd select a specific IT asset record related to the
ticket, and the other with Asset type as the target object in which you'd
select the asset type related to the ticket.</li>
</ul>
</div>
<p class="p">If you are turning IT asset management back on after turning it off, the standard
ITAM ticket fields are reactivated, but services in the service catalog, triggers,
and action flows that reference assets and asset types will remain deactivated until
you manually re-activate or re-publish them.</p>
<div class="p">
<strong class="ph b">To turn on IT asset management</strong><ol class="ol" id="topic_qc5_lpb_bhc__ol_rlb_wtb_bhc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_qc5_lpb_bhc__d7e1566" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/itam_icon.png">
<strong class="ph b">IT assets</strong> in the sidebar, then select <strong class="ph b">Assets &gt; Overview</strong>.</span></li>
<li class="li">Select <strong class="ph b">Turn on IT asset management</strong>.<p class="p">After you turn on IT asset
management, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817310808090" target="_blank">create and configure</a> asset
types, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10631445339930" target="_blank">import asset data</a>, and train
agents on how to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817279885466" target="_blank">work with assets in the Agent
Workspace</a>.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_lzh_rpb_bhc">
<h2 class="title topictitle2" id="ariaid-title5">Turning off IT asset management</h2>
<div class="body">
<p class="p">If you need to turn off IT asset management in your account, you can do so at any
time. Your asset types, asset fields, locations, and asset records are preserved.
However, the standard ITAM ticket fields will be hidden, and no new asset records
can be created. If there are services in the service catalog associated with IT
assets, those services are deactivated.</p>
<div class="p">
<strong class="ph b">To turn off IT asset management</strong><ol class="ol" id="topic_lzh_rpb_bhc__ol_awl_zj4_bjc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_lzh_rpb_bhc__d7e1566" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/itam_icon.png">
<strong class="ph b">IT assets</strong> in the sidebar, then select <strong class="ph b">Assets &gt; Overview</strong>.</span></li>
<li class="li">Deselect <strong class="ph b">Turn on IT asset management</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_fcq_b5b_bhc">
<h2 class="title topictitle2" id="ariaid-title6">Related resources</h2>
<div class="body">
<div class="p">To learn more about using IT asset management, see:<ul class="ul" id="topic_fcq_b5b_bhc__ul_wtc_kvb_bhc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817310808090" target="_blank">Creating and configuring IT asset types
in Admin Center</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10636277233690" target="_blank">Editing and managing IT asset types,
fields, and locations in Admin Center</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10631445339930" target="_blank">Bulk importing IT asset
records</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10652792603162" target="_blank">Viewing and managing IT
assets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9817279885466" target="_blank">Using assets in ticket
workflows</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10412597183898" target="_blank">Monitoring IT assets and buying
more</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10207262050330" target="_blank">Using Jamf Pro actions in action
flows</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10207241177882" target="_blank">Using Microsoft Intune actions in action
flows</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10782888747162" target="_blank">Understanding the analyst copilot IT
asset dashboard</a></li>
</ul>
</div>
</div>
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