Most issues that customers raise tickets for pertain to a specific device. And if you can add
information about the device within the ticket, that makes it easier to track the impact, past
issues etc.


This is where Freshservice’s highly integrated Asset Management comes in. You can actually
link the exact Configuration Item (CI) to the ticket. Here’s how you do that.


  1. Click on the CI button under the ticket description and then click Associate a CI.



  1. Select the item’s category from the drop-down menu or search for its name.

  2. Select the item from the list and click Submit.




When the CI is linked to the ticket, the ticket gets added to the list of requests for the CI in the
Database.