What is the difference between Field technician and Customer service technician roles in Freshdesk?
Modified on: Tue, 30 Mar, 2021 at 12:10 PM
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.
Customer Service Technicians can create service tasks and manage contacts in addition to the other privileges available to Field technicians.
Field Technicians cannot see or respond to tickets. They can only respond to the service tasks assigned to them or their service group, add notes, and resolve their tasks.
| Field Technician | Customer Service Technician |
| Edit everyone's time entries | ✔️ | ❌ |
| Edit only their time | ❌ | ✔️ |
| Create or edit contact | ❌ | ✔️ |
| Create or edit contact segment or company segment | ❌ | ✔️ |
| Create child service tasks | ❌ | ✔️ |
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