Announcing IT asset Management EAP

What is IT asset management?

IT asset management (ITAM) in Zendesk makes it possible for your internal service teams to track, monitor, and manage assets in the same platform they use to resolve tickets. That means faster resolutions, smarter lifecycle management, and no more asset blind spots.

This EAP introduces a single, unified place to track critical device details such as status, who it's assigned to, location, warranty information, and related ticket history. More specifically, EAP participants will have access to:

Asset tracking and inventory management: Maintain a comprehensive, real-time inventory of all hardware assets, including location, status, and ownership details.

Seamless ticketing integration: Incorporate asset and employee data into ticket workflows.

Lifecycle management: Manage assets from acquisition to disposal, including deployment, maintenance, upgrades, and decommissioning processes.

Why is this important?

Zendesk knows that every employee support request is more than just a ticket. Often, they tie back to the technology employees rely on to do their jobs. When those devices fail or need attention, the lack of visibility slows down resolution times and drives unnecessary back-and-forth between teams. By integrating IT assets directly into agent workflows, Zendesk makes it possible for IT teams to resolve issues faster, more easily, and provide a more personalized support experience through extra context about devices associated with every request.

How can I provide feedback?

We value your feedback, so please share your thoughts in our EAP community, or feel free to email us at Joel.Cohen@Zendesk.com or discuss with your Customer Success Manager (CSM).