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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
  1. In Support, click Asset Management () in the sidebar.
  2. Under IT Asset Types, select the asset type.

    A list of all assets of that type is displayed.

  3. (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
  1. In Support, click Asset Management () in the sidebar.
  2. Click Create record.
  3. Under Standard fields, enter the required information, such as the asset's Name and Status.
  4. 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.

  5. Click Add.

Editing an asset record

Admins can modify asset records as needed.

To edit an asset record
  1. In Support, click Asset Management () in the sidebar.
  2. Under IT Asset Types, select the asset type.
  3. Click the name of the asset you want to edit.
  4. 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.
  5. 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
  1. In Support, click Asset Management () in the sidebar.
  2. Under IT Asset Types, select the asset type.
  3. Click the name of the asset you want to manage the attachments for.
  4. Click the Attachments tab.

    A list of up to five attachments are displayed.

  5. To add an attachment, click Upload attachment.
  6. To remove an attachment, click the options menu () and select Delete.
  7. 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
  1. In Support, click the Asset Management () in the sidebar.
  2. Under IT Asset Types, select the asset type.
  3. Select the asset you want to delete.
  4. Click Delete at the bottom of the page.
  5. 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
  1. In Support, click Asset Management () in the sidebar.
  2. Under IT Asset Types, select the asset type.
  3. Select the assets you want to delete.
  4. Click Delete at the bottom of the page.
  5. In the confirmation dialog, click Delete record.
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