The Field Service Management module is available on Blossom, Garden, Estate, and Forest plans in Freshdesk. If you are on either of these plans and still cannot see the option, please write to us at support@freshdesk.com.
It costs USD 29 per field technician per month. You can add or remove Field Technicians by going to Admin > > Field Service Management > Manage.
Yes, you can use Freshdesk without Field Tech licenses. The Field Service Management module is an add-on created specifically for those organizations which employ field technicians for support. If you provide only online helpdesk support, you do not need to purchase Field Technician licenses.
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.
The login process for all agents in Freshdesk are the same, be it a Freshdesk Support Agent(Full time/ Occasional), or a Field Service Agent.
No, it will not be possible to convert an existing agent into a Field Technician. But you will be able to convert an existing contact into a Field Technician.
As a workaround, you can delete the agent, that converts them to a contact and the convert the contact to a field technician
For field agents, you will only be able to choose Ticket Scope, either Groups or Restricted. By default, the field technician will be associated with the Field Technician role. It will not be possible to associate the Field technician with other roles.
Yes, In case your helpdesk agents also go out into the field to help customers, you can add them to service groups.
This ensures that any service task you assign to a particular group can be picked up by the helpdesk agents in it as well. This will also allow helpdesk agents to view their service tasks like any other ticket through their mobile apps.
The scheduling dashboard feature is available on Blossom, Garden, Estate, and Forest plans in Freshdesk. To access the Scheduling Dashboard,
- Go to Admin > Support Operations > Field Service Management
- Click on "Enable"
- Scheduling Dashboard should appear in the navigation sidebar on the left-hand side under the "Field Service" icon.
Yes, you can create a service task without having to create a support ticket first. Refer to this article for more details.
You can assign a service task to a field technician or a support agent. This service task can be requested by a customer and created by a support agent or a field technician. Read this article to see how you can create a service task.
Yes, you can create child service tasks under a parent service task.
A ticket cannot be converted to a service task and vice-versa. However, you can create a service task off that ticket. Refer to this article for more details.
Yes, it is possible. By using trackers, parent service tasks can be linked in Freshdesk. If you have multiple service tasks with a similar problem, you can create a Tracker and link the all tasks to it.
Click here to know more about Linking.
No. Independent service tasks can be linked to each other, not to tickets.
No. Child service tasks cannot be linked to other tasks.
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 | ❌ | ✔️ |
Currently, Freshdesk has two default roles for field service - Field technician and Customer service technician.
Field technician: Can view, reply, update and resolve service tasks
Customer service technician: Can create, view, reply, update and resolve service tasks and manage contacts.
In addition, customers of all plans other than Blossom and Garden can create Custom roles
