Assets are things, such as hardware and software, that teams need to procure, allocate, refresh, and retire over time. In Zendesk, adminscreate and configureasset types that become objects to which asset fields are inherited and added. Additionally, asset locations are created by admins and referenced as asset lookup relationship fields.

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Summary: ◀▼

Use asset management to edit, reorder, and delete asset types, fields, locations, and custom statuses. You can update custom asset details, organize fields for the Agent Workspace, and manage locations and lifecycle status values for IT asset records. Standard types, fields, and statuses have limited editing, and deletes are permanent.

Assets are things, such as hardware and software, that teams need to procure, allocate, refresh, and retire over time. In Zendesk, admins create and configure asset types that become objects to which asset fields are inherited and added. Additionally, asset locations are created by admins and referenced as asset lookup relationship fields.

This article contains the following topics:
  • Editing and managing asset types
  • Managing asset fields
  • Managing asset locations
  • Managing asset statuses
Related articles:
  • Creating and configuring IT asset types in Admin Center
  • Bulk importing IT asset records

Editing and managing asset types

When you turn on IT asset management, four predefined asset types are automatically created in your account. Limited editing and management is available for these asset types. However, for custom asset types, admins can perform the following actions:
  • Editing asset types
  • Deleting asset types

Editing asset types

Only some asset type details can be edited for standard asset types. However, custom asset types are completely editable.

To edit an asset type
  1. In Admin Center, click IT assets in the sidebar, then select Assets > Types.
  2. Next to the asset type you want to update, click the options menu () and select Edit.
  3. On the Details tab, modify the name, description, parent type, and icon as needed.
  4. Click Save.

Deleting asset types

If you no longer need an asset type and won't need it in the future, you can permanently delete the asset type.

To delete an asset type
  1. In Admin Center, click IT assets in the sidebar, then select Assets > Types.
  2. Click the name of the asset type you want to delete.
  3. On the asset types details page, click Actions and select Delete.
  4. In the confirmation dialog, click Delete.

Managing asset fields

From the Asset fields page, you can view and manage all asset fields. Standard asset fields can't be edited or deleted, but can be re-ordered. For custom asset fields, admins can perform the following actions:
  • Editing asset fields
  • Reordering asset fields
  • Deleting asset fields

Editing asset fields

The name and most details about a custom asset field can be edited. However, the field type and field key can't be changed after the field is created. Not all options for standard asset fields are editable.

To edit an asset field
  1. In Admin Center, click IT assets in the sidebar, then select Assets > Fields.
  2. Click the name of the asset field you want to edit.
  3. Modify the field's options as needed.
  4. Click Save.

Reordering asset fields

From the Asset fields page in Admin Center, you can reorder all asset fields by group. The order reflected on this page controls the order on the IT asset records page in the Agent Workspace.

Alternatively, you can reorder the fields on the IT asset card that agents see in tickets. It's important to optimize the fields agents see when viewing asset records because there is limited space for asset fields in the context panel in the Agent Workspace. To configure the IT asset card that agents see in the context panel, see Configuring cards to view additional information in the Agent Workspace.

To reorder asset fields on the Asset fields page
  1. In Admin Center, click IT assets in the sidebar, then select Assets > Fields.
  2. Click Reorder fields.
  3. Click the Field group you want to reorder.
  4. Use the grabber icon () to drag and drop the fields into order.
  5. Click Save.

Deleting asset fields

Deleting an asset field permanently removes the field and all of its data.

To delete an asset field
  1. In Admin Center, click IT assets in the sidebar, then select Assets > Fields.
  2. Click the name of the asset field you want to delete.
  3. Click Delete.
  4. In the confirmation dialog, click Delete.

Managing asset locations

Asset locations each have a name and a unique external ID that is used to identify them. You can do the following:
  • Editing asset locations
  • Deleting asset locations

Editing asset locations

Asset locations each have a name and a unique external ID that is used to identify them. Both attributes of a location are editable.

To edit an asset location
  1. In Admin Center, click IT assets in the sidebar, then select Assets > Locations.
  2. Click the name of the asset field you want to edit.
  3. Make the necessary changes.
  4. Click Save.

Deleting asset locations

If you no longer need an asset location, you can delete it. Deleting a location is permanent. Any assets assigned to a deleted location will no longer have a location.

To delete an asset location
  1. In Admin Center, click IT assets in the sidebar, then select Assets > Locations.
  2. Next to the location you want to delete, click the options menu () and select Delete.
  3. In the confirmation dialog, click Delete.

Managing asset statuses

Asset statuses are used to track the availability and life cycle of assets. The standard asset statuses can't be edited or deleted, but you can do the following to custom asset statuses:
  • Edit custom asset statuses
  • Delete custom asset statuses

Editing custom asset statuses

After you create a custom status, only the name and description can be changed. The status type can't be changed.

To edit a custom asset status
  1. In Admin Center, click IT assets in the sidebar, then select Assets > Statuses.
  2. Click the name of the status you want to edit.
  3. Update the status's Name and Description as needed.
  4. Click Save.

Deleting custom asset statuses

Only custom asset statuses can be deleted. Before you can delete a custom asset status, you must make sure the status isn't being used by any assets. Deleting a custom asset status is permanent.

To delete a custom asset status
  1. In Admin Center, click IT assets in the sidebar, then select Assets > Statuses.
  2. Next to the custom status you want to delete, click the options menu () and select Delete.
  3. In the confirmation dialog, click Delete status.
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