What is the difference between a Field Technician license and a Helpdesk agent license?
Modified on: Wed, 22 Jul, 2020 at 10:00 AM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
Support tickets from customers are not accessible to field technicians directly; they can only access service tasks or jobs assigned to them by your helpdesk agents. Field technicians also get access to a Freshdesk app that is dedicated to Field Service, with the ability to
- Track service tasks and monitor their schedule
- Navigate to the customer's location
- Track time spent in the field and log billable hours for service provided
- Collect customer signatures once the job is done
...and more. These features are available only to field technicians and not to helpdesk agents via the Freshdesk mobile app.
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