Viewing and managing IT assets


All Suites | Growth, Professional, Enterprise, or Enterprise Plus


All Suites | Growth, Professional, Enterprise, or Enterprise Plus

IT assets are things, such as hardware and software, that IT teams need to procure,
allocate, refresh, and retire over time. Within Zendesk, assets are the records
for each asset type. The information captured varies by asset type and is defined by
admins.
In addition to adding assets to Zendesk and assigning them to users through tickets, you
can also use the Asset management page in Support to view a comprehensive list of asset
records. From this page, admins can create assets, search for assets, view asset
details, and edit and delete asset records as needed.
Agents can view details for individual assets, accessed from a ticket, but can't view a
list of assets or create and manage asset records.
This article contains the following topics:
Accessing the asset list
Creating an asset record
Editing an asset record
Deleting asset records


Related articles:
Bulk importing IT asset records
Using assets in ticket workflows




Accessing the asset list

Admins can view a complete list of assets. In addition to filtering the list by asset
type, you can also filter by associated user, location, status, model, and purchase
date and search for assets by name.

To access the asset list
In Support, click Asset
Management ( ) in the sidebar.
Under IT Asset Types, select the asset type. A list of all assets
of that type is displayed.

(Optional) Use the filters and search bar at the top of the page to find a
specific asset record. When searching for an asset, keep the following in
mind:
Search queries check against all text-based fields within the
records. That means queries can match against the Name field
value and values in fields of the following types: Text, Regex,
or Multi-line.
Search queries match on the beginning of words only. In
multi-word values, queries can match against the beginning of
any word in the value.








Creating an asset

Admins can create asset records individually from the Asset Management page or in bulk from Admin Center.

To create an asset record
In Support, click Asset
Management ( ) in the sidebar.
Click Create record.
Under Standard fields, enter the required information, such as the
asset's Name and Status.
Click the Asset fields tab to enter information into the asset type's
custom fields. If the asset type inherited any asset type fields from
parent asset types, those are grouped together by the parent
type.

Click Add.





Editing an asset record

Admins can modify asset records as needed.

To edit an asset record
In Support, click Asset
Management ( ) in the sidebar.
Under IT Asset Types, select the asset type.
Click the name of the asset you want to edit.
Click Edit next to the collection of fields you need to update:
Standard fields

Asset fields tab, next to the groupings of fields by asset
type (parent types and this asset's type)


Note: If you change the asset type, any data that is no longer
applicable to the new type is preserved in a read-only state at the
bottom of the asset record, labeled as transferred fields.


Click Save.





Viewing and managing attachments on asset records

Attachments on asset records are visible on the Attachments tab of the asset
record. Each asset record can have up to 5 attachments. Each attachment can't exceed
10MB in size.

To view and manage attachments on an asset record
In Support, click Asset
Management ( ) in the sidebar.
Under IT Asset Types, select the asset type.
Click the name of the asset you want to manage the attachments for.
Click the Attachments tab. A list of up to five attachments are
displayed.

To add an attachment, click Upload attachment.
To remove an attachment, click the options menu ( ) and select Delete.
In the confirmation dialog, click Delete attachment.





Deleting asset records

Assets that are no longer needed can be deleted individually or in bulk. Deleting an
asset is permanent and can't be undone.
You can:
Delete individual asset
records
Delete asset records in
bulk




Deleting individual asset records


To delete a single asset record
In Support, click the Asset
Management ( ) in the sidebar.
Under IT Asset Types, select the asset type.
Select the asset you want to delete.
Click Delete at the bottom of the page.
In the confirmation dialog, click Delete record.





Deleting asset records in bulk

Deleting multiple assets simultaneously can save you time.

To delete multiple asset records
In Support, click Asset
Management ( ) in the sidebar.
Under IT Asset Types, select the asset type.
Select the assets you want to delete.
Click Delete at the bottom of the page.
In the confirmation dialog, click Delete record.





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