Introduction
Field Service is for companies that send technicians out to a customer's site to install, repair, inspect, or maintain equipment. It covers the whole loop: a customer calls with a problem, the person taking the call books a technician while the customer is still on the phone, the technician travels, arrives and does the work (filling out an on-site form if you use one), and the job is billed as an estimate, sales order, or invoice. It also keeps the service contracts you sell customers, and those contracts can create maintenance visits and recurring invoices on a schedule.
Field Service is a plan feature — your company's subscription has to include it, and users need field service access before the menu appears.
Where it lives
- Field Service (left navigation) opens the Dispatch Board — the day-to-day scheduling screen for technicians and visits.
- Under the same Field Service group: Form Templates (the on-site forms), Service Request (the jobs), Service Agreement (the contracts), and Workforce (your technicians). Workforce is the same list found under Miscellaneous → Workforce.
Who uses it
- Call takers and dispatchers take calls on the New service request screen, book visits there or on the Dispatch Board, and keep an eye on requests that still need a technician.
- Technicians can be given their own sign-in. They see only their own visits, move them forward (Start travel, Arrived, Complete visit) and fill in the on-site form — they can't create, schedule, bill, or delete requests.
- Office and billing staff complete jobs and turn them into an estimate, sales order, or invoice.
- Sales and account managers set up Service Agreements for customers who pay for ongoing coverage rather than one-off visits.
How the pieces connect
A Service Request records what has to be done and for whom. A visit is one booking of that request with a technician for a specific time; a request can have more than one visit. A visit moves Assigned → En Route → On Site → Completed, and the request follows along — booking a visit makes it Scheduled, the technician starting travel or arriving makes it In Progress. When all the work is done, you Complete the request and bill it according to its Billing Method.
A request can reference a Service Agreement (the customer's contract) and a Form Template (the checklist the technician fills out). An active agreement can also create maintenance requests and recurring invoices on its own schedule.
Recommended setup order
- Confirm Field Service is enabled on your plan.
- Add your technicians to Workforce, including their work schedule, and invite the ones who should sign in themselves. See Workforce & Scheduling.
- Build any Form Templates you want technicians to fill out on site. See Request Templates.
- Set up Service Agreements for customers with a standing contract, if you have any. See Service Agreements.
- Choose the item used to bill labor and other lines without an item of their own. See Billing Service Requests.
- Start taking calls and booking visits. See Service Requests & Dispatch.