What is the difference between Field technician and Customer service technician roles in Freshdesk?

Modified on: Tue, 30 Mar, 2021 at 12:10 PM

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	❌	✔️