Streamline service requests and see them to resolution
Handle service requests with precision and enhance efficiency with centralised data and easy access to accurate information.
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- Receive service requests from multiple channels
- Gather and store detailed service information
- Monitor and track progress of request statuses
What is a service request?
The service request is the starting point of every field service operation. It includes detailed information about the problem, including customer details, the nature of the problem, and the desired service. Service requests are processed into work orders and assigned to the appropriate field agent. You can track requests and monitor their progress from initiation to resolution.
Centralize service requests from multiple sources
Gather and manage service requests from multiple sources effortlessly within a single, unified interface. Create custom web forms on your website to enable customers to submit requests. Additionally, receive requests through API integrations, pull them from other integrated Zoho applications, or manually input the details directly into Zoho FSM.
Collect relevant information to deliver excellence
Use Zoho FSM's detailed request forms to gather essential information. Capture job priority, due dates, customer details, asset information, and customer preferences to ensure accurate and efficient service delivery.
Track and monitor the progress of the service request
Zoho FSM allows you to monitor service requests from creation to resolution. You can view and filter request statuses based on your needs and take the appropriate action to accelerate service delivery.
Frequently asked questions
The request module on Zoho FSM lists all the service requests you have received. You can easily view the status and priority level of each request, enabling an efficient field service management system. You can also filter requests based on multiple factors.
Zoho FSM lets you specify the preferred dates and times for each service request. You can also add notes that detail specific customer requirements to enhance your field service solution and elevate customer experiences.
When you integrate Zoho FSM with Zoho CRM, you can add new service requests from the Accounts, Contacts, Deals, and Sales Order module of Zoho CRM. This helps you move seamlessly from completing a deal to offering an installation or maintenance service using the field service app.
To solve customer issues that require on-site assistance, you can add new field service requests against tickets or customers on Zoho Desk. Integrate Zoho FSM with Zoho Desk to provide complete solutions and draw the benefits of a comprehensive service management platform.