Organizations rely on Zendesk to manage support requests and streamline interactions through a unified ticketing platform. But because Zendesk isn’t designed as an Asset Management solution, teams often lack visibility into the assets behind each issue.
This makes it harder to identify recurring failures, understand asset performance, or make informed decisions during support and replacement cycles.
In this article, we’ll show how to add Asset Management capabilities to Zendesk by integrating it with InvGate Asset Management, giving you asset context directly from your ticketing workflows without changing the way teams work.
Does Zendesk have Asset Management?
Zendesk doesn’t include a full-featured Asset Management module by default. It is primarily built as a ticketing and customer service platform, not as a system to manage hardware, software, or assets across their lifecycle.
1. Zendesk’s native workaround
Zendesk allows teams to build a basic Asset Management layer using custom objects, ticket fields, triggers, and reporting. With this approach, organizations can model assets, store data, link records to tickets, and automate some workflows internally.
That said, Zendesk recently announced an early access program (EAP) for IT Asset Management. This initiative introduces native capabilities to track and maintain hardware assets inside Zendesk, including asset status, assignment, location, warranty information, and related ticket history, directly within the agent workflow.
2. Zendesk’s recommended approach
Because of these limitations, Zendesk highlights another option: integrating with dedicated ITAM platforms. According to Zendesk, effective IT Asset Management is about improving employee experience, providing context to support agents, and reducing operational complexity.
To achieve this, Zendesk partners with leading ITAM solutions that work seamlessly with its service desk. This enables organizations to centralize asset data, improve response times, and gain complete visibility into their IT environment, without building a custom system from scratch.
Why do you need Asset Management in Zendesk?
Most support issues are caused by the hardware and software employees use, and without asset context, agents lose time gathering information or escalating unnecessarily.
Bringing Asset Management into Zendesk gives teams visibility into asset ownership, status, and history inside the platform they already use, enabling faster diagnosis and more informed decisions.
More specifically, IT Asset Management in Zendesk lets organizations track devices throughout their lifecycle and connect them to tickets, reducing manual work and improving service quality from a single platform.
InvGate Asset Management integration: Adding ITAM to Zendesk
InvGate Asset Management integrates with Zendesk to bring IT Asset Management capabilities directly into support workflows. The integration automatically pulls ticket data from Zendesk and matches it with the corresponding hardware assets in InvGate using a unique identifier such as a serial number or IMEI.
This gives agents immediate visibility into asset status, ownership, history, and related incidents without switching tools, helping teams diagnose faster and make decisions based on real asset performance rather than manual reports.
Curious to dive deeper? Read the full guide on our Zendesk integration, or start a 30-day free trial of InvGate Asset Management to explore it firsthand.
