Best Dispatch Software for Field Service

What is a dispatch software?

Field service management is a crucial activity for companies that need technicians to travel to a customer’s location in-person to resolve issues. But manually performing a lot of the service dispatch-related tasks such as creating a schedule for field agents, or monitoring a work order’s progress can be delayed by process inefficiencies. This eventually leaves both the customer and your support team frustrated.

A dispatch software simplifies field service management by greatly reducing the manual effort that goes into handling a service dispatch. You can have a singular field service management platform from where you can schedule, manage and deploy field technicians for service tasks. It also leads to better coordination between field technicians and helpdesk agents and consequently, a faster resolution time.

Benefits of using a dispatching software

3 ways dispatch software simplifies field service

Easy task management

Dispatch management software simplifies the entire process of scheduling and dispatching field technicians. It helps you be more organized and in control of your service task assignments. You can easily identify a task’s priority and the type of problem, and assign the right technician for the right job.

Prevent schedule conflicts

Without a simple way to schedule your service tasks, you might end up with poor response times and delayed work order completions. With service dispatch software, you’ll have the schedules of all your field agents in one place, helping you avoid scheduling conflicts as well as schedule gaps.

The right person for the right job

Service dispatching software gives you a clear picture of locations and schedules, which technicians are available, what the nearest job is, and the fastest route to the location, which makes decision making for dispatchers very easy. Having extensive context means tasks can be distributed to the right technician with the right skill set.

Scheduling and dispatching with Freshdesk

Powerful job management

With Freshdesk's dispatch solution, your team no longer needs to use paper or spreadsheets to create service tasks and manually write down job details.

Dispatchers can easily create service tasks with just a few mouse clicks.
You can capture details such as 'Description', 'Status', 'Priority' etc. with task properties.
Dispatchers can also view which technician is assigned to the job and track appointment progress in real-time

Learn more about service tasks here->

Add field technicians and create service groups

Simple dispatching with scheduling dashboard

The Freshdesk scheduling dashboard is a powerful feature that transforms the way you can manage service tasks.

Gives dispatchers a holistic view of all jobs and technician calendars.
A service task can be assigned to an available time-slot on the technician's calendar using simple drag-and-drop controls
Easy way to monitor workloads and create optimized schedules that benefit your customers and agents.

Learn more about the scheduling dashboard

Track performance with analytics

Analyze technician performance and help achieve your team SLA's with Freshdesk’s reporting and analytics.

Gain insights into all job and performance-related KPIs
Generate actionable insights from customizable reports
Help dispatch teams strive towards continuous improvement in processes and customer experience

Learn more about Reporting in Freshdesk

Create technician groups

Categorize your technicians by skillset and industry function into service groups within Freshdesk.

Use service groups to organize your workforce
A technician can be part of more than one group
Assign work orders to a service group based on job type, location, etc
Set business hours for each service group to cover different shifts

Learn more about Service Groups in Freshdesk ->

The Freshdesk mobile dispatch app

Job NotificationsThe Freshdesk mobile app notifies technicians everytime they are assigned to a new job request in real-time
Map view & navigationTechnicians can navigate using a map application directly from the Freshdesk app on their mobile device
Time trackingField technicians can track the amount of time spent on every task within the freshdesk app to
Offline availabilityEven without an internet connection, technicians can view service task information on the app