The Field Service Management module is available only on the 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 email@example.com.
It costs USD 29 per field technician per month. You can add or remove Field Technicians by going to Admin > General Settings > 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.
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 from the Estate plan in Freshdesk.