| Phase | Announced on | Rollout starts | Rollout ends |
| Phase 1 | November 5, 2025 | November 5, 2025 | November 10, 2025 |
| Phase 2 | February 25, 2026 | February 25, 2026 | March 3, 2026 |
Zendesk is excited to announce a new early access program (EAP) for IT asset management in Zendesk.
This announcement includes the following topics:
What is changing?
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.
Phase 1 - Tracking and using asset data in Zendesk
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.
Phase 2 - Synchronizing asset data between Zendesk and third-party systems
This release includes several enhancements that make it easier, faster, and more reliable to manage your assets in Zendesk:
- ITAM action flow templates to automatically synchronize asset data from Jamf Pro and Microsoft Intune in Zendesk to keep your asset inventory data up to date.
- Custom role permissions for granular control over access to viewing, managing, and assigning assets in Zendesk.
- More flexible asset field management so that asset fields can be reused across multiple asset types.
- Ability to add images to asset types, making it easier to identify asset types at a glance.
Overall, these changes reduce the amount of manual effort required to manage assets in Zendesk, while also providing clearer governance and cleaner asset data.
Why is Zendesk making this change?
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.
What do I need to do?
To participate in the ITAM EAP, turn on the feature in Admin Center and accept the terms and conditions. Then you can start creating and configuring your assets in Zendesk and integrating them into your ticket workflows.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.