Issue and asset management, all in one platform

By surfacing device context and enabling remediation inside the ticket, agents diagnose and fix problems without switching tools. Auto‑synced inventory and asset details (eg who has what, last seen, OS, warranty info) appear in the agent workspace. Prebuilt action flows, quick actions and AI‑guided troubleshooting provide agents with a quick way to act on the next best step.

Yes – agents can run supported actions from the ticket using quick actions and no‑code automations.

ITAM integrates with MDMs (Jamf and Intune) and patch management tools (Automox) to surface actionable controls (eg patch, lock, wipe, assign device, etc). Actions are executed through prebuilt flows or your customised Action Builder/triggers, with role‑based controls and full audit logs to keep changes traceable and secure.

Zendesk ITAM integrates with common MDMs and discovery sources – including Jamf and Microsoft Intune.

Many teams see immediate value within days of connecting an MDM and importing inventory; a full rollout across the organisation typically takes a few weeks. 

Setup steps include defining asset types and scope, connecting MDM/discovery tools, importing and cleaning data, enabling prebuilt flows and piloting with a small team. Zendesk docs, templates and professional services can accelerate the process.

Zendesk ITAM is best suited to manage hardware such as laptops, mobile devices and other physical equipment. Additional functionality for software asset management is coming soon. You can also create customised asset types and metadata fields to manage any type of asset.

By giving agents immediate device context and in‑ticket remediation tools, ITAM reduces back‑and‑forth and enables fixes on first contact.

With accurate inventory, device history and quick actions available in the ticket, agents diagnose issues faster and perform remediation (eg patching, locking, reassigning) immediately. No‑code automations and AI triage further route and prioritise the right work. Together these reduce repeated touches, shorten mean time to resolution and improve first-contact success.

Yes. Zendesk ITAM automates inventory management and reporting. You can schedule regular data syncs with MDMs to maintain up-to-date asset information, and generate customisable reports on asset status, compliance and performance.

Zendesk ITAM provides prebuilt dashboards and customised reports to track things like inventory, utilisation, lifecycle and incidents. ITAM is connected to Analyst Copilot, which provides AI-powered analysis, where users can use natural language to generate customised insights and uncover root causes.

Zendesk ITAM is included in Zendesk Suite plans Growth and above, with the option to purchase the ability to track additional assets beyond 500 included in the plan. See our pricing plans here.