Improve operational efficiency with integrated service task management

Record incoming service requests from any channel

Some customer requests need to be addressed in person — create service tasks to document these queries, update contact details, address, and share information about the work order with your field technicians.

 

Manage workflows between your back-office and field agents seamlessly be it email, chat, phone, self-service web portal or social media channels like Facebook and Twitter. 

Set up appointments 

Coordinate with your customer and schedule a service appointment when it is convenient so your field team can respond in person to address their queries. 

Maintain and share detailed records

Customize your service task form to suit your business needs, add fields to track custom business parameters, and ensure your field team has access to all relevant information when responding to a customer inquiry.

Dispatch field teams

Use the Scheduling Dashboard to identify the right field technician for any job based on their location, skills, or history; assign them to the task, and dispatch them for a rapid resolution. 

 

Track service performance and quality 

Get a consolidated view of your entire field service operations with Freshdesk Analytics. Create custom reports and track parameters specific to your business requirements as you build and scale your field service operations.

The little things that upgrade your service from good to great

Appointment Reminders

Send timely reminders to customers before their appointment so they don’t forget to meet your service representative.

Intelligent Automations

Automate repetitive tasks and simplify your workflows for higher field operation efficiency and field agent productivity.

Customer Signatures

Capture and attach an electronic signature from the customer once the job is completed to the customer's standards.