The Basic Discovery feature in the IT Asset Management (ITAM) module now offers enhanced coverage for Managed Asset packs, which include all the assets discovered through Freshservice discovery tools as well as assets discovered through additional methods.

The broader scope of asset discovery capabilities and updates to our pricing model are applicable to new customers from 03 April, 2025. These updates ensure comprehensive monitoring and management of your entire IT asset inventory.

Note: These changes would be gradually rolled-out to existing Freshservice customers by the account management teams.

The expanded definition of Managed Asset pack includes:

  • Discovery Probe and Agent: Assets discovered through Probe and Agent.

  • Third-party sources: Assets discovered through third-party sources, such as Intune, Jamf, Automox, Chrome Connector, Workspace One, Cloud Discovery Apps (including Azure, AWS, GCP, and Kubernetes), and others.

  • Manual upload: Assets that are manually added including those uploaded via APIs, user interface (UI), CSV files, or other custom integrations.

  • As an exception, S3 buckets are counted differently, wherein 10 buckets equals 1 Managed Asset.

Note: The Managed Asset pack definition in Freshservice currently does not include assets brought into Freshservice via the Advanced Discovery feature (powered by Device 42), since they’re covered separately under the Advanced Discovery subscription. In case you are currently subscribed to Advanced Discovery, and you choose to opt out in the future, these assets will also be counted as part of the asset pack usage, and chargeable unless you’ve moved the assets to trash. See View asset packs usage section below for more information.

View asset packs usage

To view the usage details of your managed asset packs:

1. Go to Assets > Inventory.

2. Click View usage on the top banner.

Note: The View usage banner is shown only when your asset usage limit has reached 80% or more.


The Overview dialog opens. You can view details of the assets purchased and assets used.

Note: For any queries regarding your asset usage, reach out to your account manager or customer support team.


Note:

  • Only Admin roles (or above) can view your managed asset pack details.

  • Your Purchased capacity assets count includes the 100 free assets provided to you.

Impact on trashing and workflows

Trashing

When your discovered assets count reaches an upper limit based on the purchased asset packs:

  • The excess assets (over and above the purchased asset packs) discovered via sources, such as Probe, Agent, or third-party integrations are added under the Trash state in inventory. These trashed assets can be restored after more asset packs are purchased.

  • Any excess assets created via the user interface will also be moved to Trash.


Note: The excess assets (over and above the purchased asset packs) discovered via sources, such as manual import or APIs may result in error. These assets can be obtained after more asset packs are purchased.


Workflows

(When required) You can use the ‘Disable Asset Discovery’ workflow to disable auto updates to the assets discovered via Probe or Agent. If you’ve manually updated certain assets and you want to retain the manual updates, you can use the workflow to exclude auto updates during the next discovery sync. However, note that these assets are chargeable as part of your Managed Asset packs.