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 in a problem, someone schedules a technician for it, the technician does the work (optionally filling out an on-site form), and the job gets billed. It also tracks the recurring service contracts you sell customers on top of that work.
Field Service is a plan feature — your company's subscription has to include it before the Field Service menu appears and before its records show up elsewhere in the app (for example, on the Workforce list under Miscellaneous).
Where it lives
- Field Service (left navigation) opens the Dispatch Board — the day-to-day scheduling screen for technicians and jobs.
- Under the same Field Service group: Service Request (the work orders), Service Agreement (the contracts), and Form Templates (the on-site forms).
- Miscellaneous → Workforce is where your technicians themselves are set up. Workforce is shared with the Project module, so it appears there too if your plan includes Project.
Who uses it
- Dispatchers / office staff work from the Dispatch Board: they see incoming requests, drag them onto a technician's schedule, and track status as the job moves from assigned to on-site to complete.
- Technicians are assigned service requests and, if a request has a form template attached, fill out that form's fields while on site.
- Sales / 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 is the work order — it can optionally reference a Service Agreement (for a customer under contract) and a Form Template (for the checklist or inspection form a technician fills out). Scheduling a request creates a dispatch: a technician, a time window, and a status that moves from Assigned → En Route → On Site → Completed. Once a request is marked Completed, it can be turned into an Estimate, Sales Order, or Invoice, depending on how it's set up to bill.
Recommended setup order
- Confirm Field Service is enabled on your plan.
- Add your technicians to Workforce (Miscellaneous → Workforce), including their skills and work schedule. 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.
- Start creating and dispatching Service Requests from the Dispatch Board. See Service Requests & Dispatch.