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Field Service Management in Freshdesk

Businesses that offer products and services to their customers often run into problems that demand on-site services from a technician. Support agents are not always aligned with field technicians, causing delays, assignment hurdles, and a lack of insight into the job, all leading to sloppy customer support. With Freshdesk’s field service management software, plan your field technicians' schedules, pass on customer information to them, and live-track progress as they solve problems on-site.

Enabling FSM

In this guide, you’ll learn how to enable the Field Service Module in Freshdesk, add field technicians, service groups, create and manage service tasks, and empower your field technicians with an app on the field.

To enable the FSM module in Freshdesk, you will require admin access in Freshdesk. If you are the account owner, you will have admin access by default.

A quick guide to setting up Field Service Management

  • Login to your Freshdesk portal as an Administrator

  • Go to Admin > Support Operations > Field Service Management

  • Click on 'Enable' to enable Field Service Management for your account

In case you enabled the FSM module by accident, here is how you can disable FSM,

  1. Login to your Freshdesk portal as an Account Administrator.
  2. Go to Admin > Account > Plans and Billing.
  3. Locate the Field Service Management switch and toggle it off.

In the next article, we'll talk about how you can bring your field teams onboard and add Field Technicians to Freshdesk. Click here to continue reading →