Plan requirement
| Subscription | Suite Growth or higher |
| Access | Admin |
Working with the register day to day: finding a device, assigning it, and linking it to the ticket about it.
Find an asset
- In Admin Center, click IT assets in the sidebar and select Assets > Overview.
- Search by serial number, name or assigned user.
- Filter by type, status or location.
Serial number is the search agents use most, because it is what somebody reads off the bottom of a laptop while on the phone.
One limit shapes everything below: this page is for admins. An agent can open an asset's details from a ticket, and that is all. They cannot browse the list, create a record or edit one, so a workflow that assumes an agent will look something up here does not work.
Assign an asset to someone
- Open the ticket it relates to and click the IT asset management icon in the right sidebar.
- In the assets panel, choose the user or organisation. It starts on the ticket requester, which is right often enough to be worth checking rather than trusting.
- Click Assign asset, then All assets or a specific type, pick the asset and click Select.
- Choose the Status and click Assign.
Notice where that happens: on the ticket, not on the asset. Assigning from the conversation that caused it is what keeps the register matching reality, because the agent is already there.
Assigning and setting the status are two actions, and doing only the first is how a register drifts. A device assigned to someone but still marked in stock tells two contradictory stories.
Link it to a ticket
Where the ticket has an asset field, set it. That gives the agent the device's details in the context panel and, over time, gives you a history per device.
That history is where the value shows up: three tickets against one laptop in two months is a replacement decision rather than a third repair.
The two lists worth checking regularly
- Assets assigned to people who have left. The one that finds real equipment.
- Assets in repair for longer than they should be. Things get sent away and forgotten.
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