If your organization relies on Zendesk to manage support requests and InvGate Asset Management to oversee hardware and software assets, connecting both systems can take your operations to the next level.
With this new integration, InvGate Asset Management automatically pulls ticket data from Zendesk and links it to the assets involved, so you can see incident history, open and closed tickets, and request details directly from the asset record.
This gives IT teams a unified view of performance and reliability, reduces manual work, and enables faster, more informed decisions when escalating requests, replacing equipment, or preparing for audits.
What is this integration?
The InvGate Asset Management and Zendesk integration is a connection that allows InvGate Asset Management to consume ticket data from Zendesk and automatically match requests to the assets involved.
To identify the right asset, the integration uses a custom field mapping such as serial number, IMEI, or any unique identifier. Once the match is made, InvGate enriches the asset record with:
- Open and closed ticket counters visible from the Asset Explorer.
- Ticket-level details inside each asset profile, including requester, status, timestamps, and more.
This means that every asset now includes its incident context without needing to open Zendesk, search for IDs, or manually link items.
Instead, support and IT Asset Management (ITAM) teams can explore assets, review their incident history, and understand performance trends directly from InvGate Asset Management.
What problem does it solve?
IT teams often rely on several systems to run their operations, storing asset information in one platform and managing support requests in another. While this tooling mix is common, it creates a disconnect between support activity and the underlying hardware or software, making it difficult to see the full context of incidents.
This gap generates a series of operational challenges:
- Limited visibility into incidents associated with each asset.
- Manual, error-prone processes to match tickets with devices.
- Constant switching between tools just to investigate an issue.
- Weak traceability for audits, escalations, and replacements.
The result is slow troubleshooting, inconsistent reporting, and decisions that rely on fragmented data rather than reliable evidence.
By automatically linking ticket data from Zendesk to asset records in InvGate Asset Management, the integration eliminates blind spots and centralizes incident history where teams already manage assets. This turns every asset profile into a trustworthy source of truth for performance, support patterns, and risk.
How to set it up
Setting up the InvGate Asset Management and Zendesk integration only takes a few steps. Once the connection is enabled, ticket data will begin syncing and assets will automatically be enriched with incident context.
Here’s how to configure it:
- Go to Settings in InvGate Asset Management, then open the Integrations section.
- Inside the Service Management tab, select Zendesk to start the setup process.
- Enter your Zendesk instance details (URL, credentials, or API token depending on configuration).
- Choose the custom field used to match tickets and assets, such as serial number or IMEI.
- Save and enable the integration to start syncing data.
- Review an asset profile to confirm that ticket counters and incident details are visible.
Once the integration is enabled, InvGate Asset Management will continuously pull ticket data and keep asset records updated, without requiring manual work or additional actions from the support team.
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In conclusion
This integration brings incident visibility into your asset records, reducing manual work and helping teams make faster, more informed decisions.
It also expands InvGate’s ecosystem of ITSM integrations, which includes ServiceNow, Jira Service Management, and InvGate Service Management, giving organizations more flexibility to connect their tools and streamline operations.
Interested in trying it out? Start a 30-day free trial of InvGate Asset Management or book a quick call with our team.
