Note: Available only for new signups after the 31 March, 2026 release. If you signed up earlier, refer to the existing ITAM documentation.

Applicable plans:  Growth , Pro, Enterprise

Assets are used to track items that are not directly discoverable by the system. Similar to devices, assets support lifecycle events, can be assigned to racks, and can have associated parts. However, assets are distinct because they do not consume licenses.

This article describes how to add and edit assets, configure custom asset types, track lifecycles, use bulk actions for efficient inventory management, and import assets.

Prerequisites

You need the following before managing certificates:

• Access to the IT Asset Management module in your Freshservice instance.

• Administrator privileges or specific permissions to create and edit assets.

Create a new asset

To add an asset to your inventory and configure its unique properties, follow these steps:

1. Go to IT Asset Management > Inventory > All assets and click Add new.

2. Enter a Name for the asset, and select the Service level and Workspace from their respective dropdown menus.

3. Choose an asset Type.
   
   Note: The available fields on the page change dynamically based on the Type you select.

To create a custom type: If the required category is not listed, click Add new Asset Type. Enter a unique Name, enable Asset device relation if you need to link it to specific hardware, and designate the allowed location choices (such as Storage Room, Building, or Room). Click Save to return to the asset form.

4. To record lifecycle events, go to the Asset Lifecycle section to document the asset's history. Click Add new and enter the Date, the specific Event (e.g., "Purchased" or "Deployed"), the End user, and any relevant Notes.

5. After completing required sections, click Save.

Use bulk actions for asset management

To modify multiple assets simultaneously, go to the All Assets page and select the checkboxes next to the assets you want to manage. Use the buttons that appear on the toolbar at the top of the list or click the More options (three vertical dots) icon to access additional options.

The following table describes the actions available for managing assets in bulk:

Import assets

You can bulk import assets into Freshservice using spreadsheets. This process is ideal for migrating data from legacy systems or performing large scale updates to your asset inventory.

Download the import template

To ensure your data maps correctly to the system fields, download a sample spreadsheet. To download the template, follow these steps:

1. Go to IT Asset Management > Inventory > All Assets.

2. On the All Assets page, click the More Options (three vertical dots) icon and select Import.

3. In the Import Assets window, click Download under the Sample file step to save the import template to your system.

Populate and import the spreadsheet

Open the downloaded template and add your asset data to the spreadsheet. To do so, follow these steps:

1. Enter the asset details in the appropriate columns.
   Note: The mandatory fields for an asset record are Workspace, Type, Service Level, Impact, Usage Type, and Width Ratio.

2. Delete any unused parameter columns or leave them blank.

3. Save the file in .xls or .xlsx format.

4. Return to the Import Assets window, click Attach file under the Upload your CSV step.

5. Select your populated spreadsheet and click Import.

Verify imported assets 

After the process completes, the system displays an import status message. If errors occur, the results specify which rows were not added and the reason for the failure, such as missing required parameters.

To validate the successful imports, follow these steps:

1. Go to the IT Asset Management > Inventory > All Assets page.

2. Review the list to ensure all assets appear correctly.

3. Open individual records to verify that specific parameters were mapped accurately.