Bring your helpdesk and field teams together

Improve collaboration between helpdesk and field teams, share context and information between teams easily and deliver excellent experiences to customers consistently.  

 

Enable your helpdesk agents

Give them the information they need to make the right decisions

Enable your helpdesk agents

Give them the information they need to make the right decisions

Create tasks seamlessly

Service tasks let you easily share problem details, customer addresses and more with field technicians.

Assign jobs easily

Create custom service task views, filter as necessary and prioritize them when assigning to field technicians.

Scale your field workforce rapidly

Choose the right group or technician for each service task depending on the customer’s problem and location

Spot problems and react quickly

Curated reports for field service lets you monitor performance at a glance and spot issues anywhere.

Field Teams

Add field technicians, organize service groups and deploy them to the incident sites from your helpdesk.

Omnichannel Helpdesk

Track and manage incoming support tickets from multiple channels in one place. 

Service Tasks

Create, assign, and track service tasks for tickets that require a field technician to visit the customer.

Appointments and Schedules

Set deadlines for every service task, schedule appointments based on agent availability, and ensure customer’s problems are resolved on time.

Customer 360

Get a better picture of your customer from inside Freshdesk and share the details with your field technicians to provide a better experience. 

Actionable Insights

Freshdesk’s advanced reporting suite ensures you have all the information you need to improve, available at a glance.

Empower your field technicians

Give them the tools they need to solve problems faster

Empower your field technicians

Give them the tools they need to solve problems faster

Get full context on the go

Available for both iOS and Android, you can use the Freshdesk app to access any information you need, while on the move.

Provide updates from the field

Add private notes and attach photos from the incident site to service tasks. Document problems in detail and update status for helpdesk agents back home.

Organize your day better

Use filters such as “Daily Tasks” to plan your day in advance and focus better on the service tasks due for a particular day.

Track time spent

Log the amount of time spent on a specific service task and use notes to provide more context.

Get customers to sign off

Be it for a job well done or an authorization to provide additional services, obtain customer signatures via the Freshdesk mobile app.

A Mobile Helpdesk

Track all pending service tasks, get updates via push notifications, and manage your daily schedule from the Freshdesk mobile app.

Locate and Navigate

Select your service task, locate your customer and navigate to your next appointment right from
your Freshdesk app.

On-the-fly Updates

Add notes, attach photos from service location, update your service tasks, and keep helpdesk agents in the loop via your mobile phone.