User Management in Zoho FSM

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Introduction

Zoho FSM supports a multi-user environment with defined profiles to manage permissions and access. There are five built-in profiles:

Administrator
Dispatcher
Call Center Agent
Field Agent
Limited Field Agent

When adding a new user, you must assign the appropriate profile to control their access to data and features.

Available in Editions: All Editions
Permission Required: User Management

Creating Users

To add a new user:

Go to Setup > Workforce > Users
Click New User
Fill in the following details:
- First Name and Last Name
- Employee ID (optional)
- Valid Email Address (must be unique)
Choose:
- A Profile
- A Language
Click Save

An invitation will be sent to the provided email. The invite link is valid for 7 days.

User Invitation Flow

Using the Invite Link

If the user doesn’t have a Zoho account, they will be prompted to create one before accepting the invite.

If the user already has a Zoho account, they can accept the invite directly.

Accessing Zoho FSM via Application URL

If a user tries to join using the app URL without accepting the invite first:

They’ll be asked to verify their Zoho account.
Steps:
- Click Accept the Invite

Click Send Code

Enter the code received and click Verify

A user may receive up to five invites from different Zoho FSM organizations. They must choose one to join.

If already part of another Zoho FSM organization, they must be deleted from it before joining a new one.

Assigning Territories to Users

To assign a territory:

Go to Setup > Workforce > Users
Click on the user’s name
Under Territories, click + New Line
Select a Territory, set the Start Date (mandatory) and optionally the End Date
Click Save

The user will only appear in:

The Service Resource dropdown in Appointments (if the territory matches)
The Dispatch Console’s Gantt View for that territory

You can edit existing entries by hovering over them and clicking the Edit icon.

Assigning Skills to Users

To assign a skill:

Navigate to Setup > Workforce > Users
Select the user
Under Service Resource Skills, click + Assign
Enter the required details and click Create

Make sure skills are pre-created before assigning them.

Managing Crews

Any crews the user belongs to will be listed under the Crews section in the user details.

Managing Users: Actions

You can perform the following actions on user records:

Action	Description
Edit	Modify user details, including their profile
Reinvite	Resend the invite email (for Unconfirmed users only)
Deactivate	Temporarily revoke access (user becomes Inactive)
Delete	Permanently remove access (user becomes Deleted)

For users with the Field Agent profile, all appointments must be reassigned before deactivation or deletion.

Deactivate a User

Navigate to Setup > Workforce > Users
Select the user
Click Deactivate

4. Confirm in the pop-up dialog

The Super Admin cannot be deactivated.

Delete a User

Go to Setup > Workforce > Users
Select the user
Click Delete

During deletion, you can transfer ownership of the user’s records to another user.

Transferrable Items:

Module	Status Considered
Requests	New, Estimate Created, Estimate Rejected, Work In Progress, Completed
Work Orders	New, In Progress, Scheduled, Dispatched
Estimates	New, Approved, Waiting for Approval, Converted
Service Appointments	New, Scheduled, Dispatched, In Progress, Completed, Payment Due, Invoice Generated

Crew Lead roles can also be transferred
Associated Trips and Timesheets will be terminated
The user will be logged out of the mobile app

Super Admin cannot be deleted.

User Statuses

Status	Description
Active	User has accepted the invite and has access
Inactive	User has been deactivated
Unconfirmed	Invite not yet accepted
Deleted	User has been removed from the system